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@baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com '87 e24 St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 Those who cast the vote decide nothing. Those who count the vote decide everything. -- (Joseph Stalin)