https://rt-wiki.bestpractical.com/index.php?action=history&feed=atom&title=HowardJones 2026-08-23T06:24:38Z Revision history for this page on the wiki MediaWiki 1.41.1 https://rt-wiki.bestpractical.com/index.php?title=HowardJones&diff=1632&oldid=prev 2016-04-06T20:11:24Z

<p>2 revisions imported</p> <p><b>New page</b></p><div>Before my time, our company used to use Keystone integrated with our own web-based accounts system to do support, order tracking and so on.<br /> <br /> After playing with RT myself for a while, I implemented it for our support desk about 9 months ago. 10000 tickets later, it&#039;s been a success - we&#039;ve slowly been making tweaks here and there to both RT and the way we use it.<br /> <br /> I&#039;m a pretty experienced (~10 years) perl programmer, but I have to admit I&#039;ve found RT a bit frustrating to work with. It&#039;s obvious that a lot of thought has gone into the architecture of the application, and how it fits together, but I&#039;ve found very little documentation to allow even the experienced user to customise and extend it. I was very pleased to find this Wiki this afternoon!<br /> <br /> At the moment, I&#039;m sure I&#039;ll ask more questions than answer them, but I hope that will change...<br /> <br /> My current RT-related interests are:<br /> <br /> * spam filtering, but somehow not making our abuse@.... address useless<br /> * using RT for a &#039;todo&#039; list with rt-escalate and queue-specific priorities to provide a dynamic list of outstanding tasks<br /> * integration with our network monitor and accounting/ordering system<br /> * integration into a larger customer intranet/portal with other service information (statistics, ordering etc)</div>

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