[outages] RFC: Formal Ticket Tracking System for outages.org

[Jay R. Ashworth]

On Thu, Jul 03, 2008 at 03:37:15PM -0400, The Anarcat wrote:
> > but it's possible that this could be handled by OTRS itself; as a
> > signed-up user, I could watch the queue in question, and let that
> > mechanism send me the messages, while -notify only got the initial
> > Ticket Open messages.  I have to go check the manual, I'm not a wizard
> > on OTRS yet.
>  
> I know you can be a "Watcher" in RT, which allows you to follow all the
> comments/replies on a given queue.

Yeah, I knew that was there. 

> In general, I have had a better experience with RT than OTRS, btw, but I
> do not want to start a flamewar around that, you guys choose whatever
> you want (or rather, the person/org hosting/managing the service should
> get to choose, obviously).

My experience of RT is that it doesn't handle well any situation that
can't be described as "Internal ticketing for my department in my
company" -- in particular, I tried to find a way to use it in the
consulting business I worked for, and it didn't have enough degrees of
freedom to get the work done... at least, without integrating Asset
Tracker, and defining each customer as an Asset, which was a bit too
icky for me.

It *appears* OTRS would handle that better, but I can't be sure, since
I'm not done deploying it myself.  Anyone who has OTRS or RT gurus
laying about; point them at this thread.

Cheers,
-- jra

-- 
Jay R. Ashworth                   Baylink                      jra at baylink.com
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