[173815] in North American Network Operators' Group
Re: AutoTask as a ticketing system in a MNS NOC
daemon@ATHENA.MIT.EDU (Chris Garrett)
Thu Aug 7 16:54:11 2014
X-Original-To: nanog@nanog.org
From: Chris Garrett <chris@aperturefiber.com>
In-Reply-To: <20140807200845.GD18097@cmadams.net>
Date: Thu, 7 Aug 2014 15:54:01 -0500
To: Chris Adams <cma@cmadams.net>
Cc: nanog@nanog.org
Errors-To: nanog-bounces@nanog.org
This is the same limitation on contacts that is forcing us away from WHD=20=
I appreciate your prompt response.=20
On Aug 7, 2014, at 3:08 PM, Chris Adams <cma@cmadams.net> wrote:
> Once upon a time, Chris Garrett <chris@aperturefiber.com> said:
>> Does anyone on list have any firsthand experience with this software =
as a primary ticketing platform in a high volume NOC?
>=20
> A small ISP I used to work for switched to Autotask a couple of years
> ago, and I was not impressed. The web UI was slow, the API was =
slower,
> and their standard mail gateway was broken.
>=20
> For example: they used AT for CRM as well, and the mail gateway tried =
to
> auto-associate tickets with contacts based on email address. That =
would
> be great, but we had some people that were contacts for multiple
> customers (using the same email address), and emails from them to the
> ticket system would just go into a black hole (no ticket, no bounce, =
no
> notification).
>=20
> There are various third-party tools available to handle the email
> gateway as well; I don't know how well they may work, but it seemed to
> me that a ticket system that needed third-party tools to handle email
> was broken.
>=20
> --=20
> Chris Adams <cma@cmadams.net>
>=20
