[H-GEN] Request Tracker question

[Robert Brockway]

On Mon, 25 Oct 2004, Harry Phillips wrote:

> I know that some of the members of HUMBUG use RT and am wondering if it

I am one of those people.  I've used RT1,Rt2 and now RT3.

> would suit my needs so I thought I would ask here after reading the RT web
> site.
>
> I have some regular clients and want to store their details. When creating a
> new ticket I want to be able to select them and have their details appear as
> part of the ticket.

RT allows you to store user details.  These users may or may not be able
to access the system, may or may not be able to own or create tickets,
etc.

RT3 also supports custom fields.  We tag billable jobs with a custom field
containing the client company (basically a "who to invoice" field).

> Eventually I want them to be able to login and enter their own tickets if
> they wish.

Yes this can be done.  A bit of debugging on ACL rules may be needed.

> Is RT or another Open Source system able to do that? Or do I have to develop
> my own?

About a year ago I reviewed a variety of OSS choices and RT3 came out on
top for us.  It is a Request Tracking system but it can act as a Bug
Tracking system (I did this at the request of developers at one place).

Rob

-- 
Robert Brockway B.Sc.
Senior Technical Consultant, OpenTrend Solutions Ltd.
Phone: 416-669-3073, Email: rbrockway at opentrend.net, http://www.opentrend.net
OpenTrend Solutions: Reliable, secure solutions to real world problems.