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List: rt-users
Subject: [rt-users] Customer web access - two servers, one database?
From: "Cena, Stephen (ext. 300)" <SJC () qvii ! com>
Date: 2013-09-30 13:58:23
Message-ID: 0CE56AE307C0BC4B950BF05F3759DF43044F78 () MailStore2010 ! ogp ! qvii ! com
[Download RAW message or body]
We've been running RT now for our Service Dept for a few months now with i=
ncredible success. At the present time, we have out customers email a speci=
fic email address & those emails get converted into tickets. We are now loo=
king to improve functionality/speed for the customer. I see two options:
1. Convert the general email being used into a Queue (say "Incoming") and t=
hen the employees simply assign the tickets as needed.
2. Install the stripped down Public Bug Tracker (http://search.cpan.org/dis=
t/RT-BugTracker-Public/lib/RT/BugTracker/Public.pm) or something similar, t=
o facilitate customers logging into the system.
In regards to #2, if I were to go that route, is it safe to set up a second=
"public" RT server that ties into the same database? Or should I just have=
a single server set up for both to access in whatever manner I see fit?
Right now, the fastest simplest option I see is #1. I just need to get the =
Spam tracking turned on.
Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
sjc@qvii.com<mailto:sjc@qvii.com>
"Thank you for helping us help you help us all."
--For email related issues, please contact postmaster@qvii.com<mailto:postm=
aster@qvii.com>
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<div><font size="2" face="Arial"><span class="812033813-30092013">We've been running \
RT now for our Service Dept for a few months now with incredible success. At \
the present time, we have out customers email a specific email address & those \
emails get converted into tickets. We are now looking to improve functionality/speed \
for the customer. I see two options:</span></font></div> <div><font size="2" \
face="Arial"><span class="812033813-30092013"></span></font> </div> <div><font \
size="2" face="Arial"><span class="812033813-30092013">1. Convert the general email \
being used into a Queue (say "Incoming") and then the employees simply \
assign the tickets as needed.</span></font></div> <div><font size="2" \
face="Arial"><span class="812033813-30092013">2. Install the stripped down Public Bug \
Tracker (<a href="http://search.cpan.org/dist/RT-BugTracker-Public/lib/RT/BugTracker/Public.pm"><font \
size="3" face="Times New \
Roman">http://search.cpan.org/dist/RT-BugTracker-Public/lib/RT/BugTracker/Public.pm</font></a>)
or something similar, to facilitate customers logging into the \
system.</span></font></div> <div><font size="2" face="Arial"><span \
class="812033813-30092013"></span></font> </div> <div><font size="2" \
face="Arial"><span class="812033813-30092013">In regards to #2, if I were to go that \
route, is it safe to set up a second "public" RT server that ties into the \
same database? Or should I just have a single server set up for both to access in \
whatever manner I see fit?</span></font></div> <div><font size="2" face="Arial"><span \
class="812033813-30092013"></span></font> </div> <div><font size="2" \
face="Arial"><span class="812033813-30092013">Right now, the fastest simplest option \
I see is #1. I just need to get the Spam tracking turned on.</span></font></div> \
<div> </div> <div align="left"><font size="2" face="Arial">Stephen \
Cena</font></div> <div align="left"><font size="2" face="Arial">QVII</font></div>
<div align="left"><font size="2" face="Arial">MIS/IT Dept</font></div>
<div align="left"><font size="2" face="Arial">850 Hudson Ave.</font></div>
<div align="left"><font size="2" face="Arial">Rochester, NY. 14620</font></div>
<div align="left"><font size="2" face="Arial">585-544-0450 x300</font></div>
<div align="left"><font size="2" face="Arial"><a \
href="mailto:sjc@qvii.com">sjc@qvii.com</a></font></div> <div align="left"><font \
size="2" face="Arial">"Thank you for helping us help you help us \
all."</font></div> <div align="left"><font size="2" face="Arial">--For email \
related issues, please contact <a \
href="mailto:postmaster@qvii.com">postmaster@qvii.com</a></font></div> <div \
align="left"><font size="2" face="Arial"></font> </div> <div align="left"><font \
size="2" face="Arial"></font> </div> <div> </div>
</body>
</html>
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
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