EdMatthews

We're using RT at work to manage as many repetitive transaction type procedures as possible that used to be handled with emails and attachments.

I am a business systems analyst, not a programmer.

I am particularly interested in the movement from non-structured processes to structured ones with the goal of controlling costs and promoting good service, for example

1. email and attachments
2. RT with scrips
3. RT with business rules, approaching BPM?
4. Pseudo ERP but having mostly unstructured data
5. ERP with BPM and still allowing unstructured data in processes along with the structured data
   • For example, don't make something be only automated, or allow new records to be created only by sql insert and not having a web form.

Also, I am interested in RT for project management collaboration.

If anyone reads this and knows where in this wiki we might put information about Example Configurations, like Chapter 7 of the "RT Essentials" book I would be willing to try and start some sample cases from an overview perspective.

We have Oracle and Perl experienced persons who've set up our installation and queues here, so to add any technical aspects or code snips, I'd have to consult them.

NOTE--I appear as an editor on a couple of pages today where all I did was put a return after the items at the bottom of the page that were supposed to be list-bulleted but weren't appearing that way. Apparently this wiki's interpreter won't render a </> tag without there being a return after the last bulleted item.

some text	some text
row2	row2

| dpreview |text|

Ed Matthews, 01-AUG-2007