As an IT person, I deal with tech support from a lot of different companies. Whenever *they* do a good job, I notice, they're usually running on RT. (A good job in terms of managing a ticket, responding timely, not premature closing tickets or forgetting about them, etc.) I start a support request by either going to a web page, sending email to supp...@company.com<mailto:supp...@company.com>, or calling in on the phone. Moments later, I get notification that a ticket has been created, and another one when a person is assigned to it, and then another when the person actually has something to tell me. They might have entered their response on a web interface, or they sent email to the system - I don't care - They've done a good job at maintaining a point of contact, keeping me informed of status, and making it easy for me to write back to them with more info, or attachments. The support rep and I often engage a live email dialogue.
I used this experience to guide me, in choosing a ticketing system to deploy and satisfy the need at a client company. (In progress.) Their internal support staff need something to keep track of issues, supporting their customers externally. I am sitting here now, realizing that RT is written in perl CGI, and I'm having a *really* hard time convincing myself that Perl CPAN hell is the right way to go. Plus, it's all done via ./configure; make ; make install ... There are no intelligent selinux policies (most people just disable selinux, which is a really stupid thing to do for any externally facing server). My question is: What ticketing systems would you recommend as alternatives to RT? I can hear it now: People are just going into a flame war over selinux. If you want to discuss that, please start a new thread. Same thing, CPAN. If you want to discuss how crappy CPAN is, or perl cgi, I will happily do that in a different thread.
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