North American Network Operators Group Date Prev | Date Next | Date Index | Thread Index | Author Index | Historical RE: [operations] FW: abuse case management
On Mon, 4 Aug 2003, William Devine, II wrote: > I used RT a looong time ago around 1998 & 1999 and liked it, but OTRS, > compared to THEN features is superior. I haven't tried RT yet, although I > did start installing it and I know I gave up on RT once when trying to > install it but got OTRS up and running rather easily, so I can't say about > their new things. > I do know that there is a feature article this month in Linux journal, Linux > review or one of the Linux related mags that states that OTRS is used by one > national British ISP that pumps 20,000 tickets per DAY through it, and one > business that has around 2,000 CSR's using OTRS for customer support > services, both using MySQL as the database backend. I thought that was a > pretty good testament as well. We have been using RT for some time now, and it's incredibly easy to get up and running (especially with a ports system). It's not even close to processing 20k tickets/day, but it definitely handles what we give it. RT has its quirks, but Jesse Vincent is a good guy, and it's mindbogglingly easy to customize it. There's more testemonials in the NANOG archives I believe. And getting back to the original post... Mikael Abrahamsson asked: > Is there an abuse case management system as freeware somewhere, something > like all the ticket/case handling packages out there, but more > specifically aimed at abuse/complaint handling. I googled some but couldnt > find any. I haven't checked it out yet, but Jesse's written an interface to RT specifically for Abuse desks - it's called RTIR. Look through http://www.bestpractical.com/ and http://www.fsck.com/pub/ for mote details. - Damian |