Hi all. I'm searching for a trouble-ticket system that doesn't suck. Currently we're using RT, and IMHO it sucks.
What I want is something *quiet*. What I want doesn't break threaded mail reading the way RT does. What I want leaves the headers of a message intact, rather than sending a whole new message, with the original headers pulled out and stuck in the body. I've talked to a coworker about this, and what we decided would be *really* nice is a trouble ticket system that works on the same principle as mutt's mail threading features. That way, the TT system can be completely transparent, especially to the end-user (i.e. no need to put a ticket number in the mail subject). Even in cases where the end-user's MUA doesn't support the In-Reply-To header, mutt can still make intelligent decisions based on the message subject. I think a good TT system could work in a similar way. Does such a system exist? What other TT systems are worth investigating? It doesn't need to be as heavy as RT, which I think is overkill for our 10 person service organization with roughly 800 users. (Though I think the service organization will be growing, I still think RT is heavier than it needs to be.) Thanks. noah
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