[173821] 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 17:33:54 2014
X-Original-To: nanog@nanog.org
From: Chris Garrett <chris@aperturefiber.com>
In-Reply-To: <D009483E.11C75%corey.touchet@corp.totalserversolutions.com>
Date: Thu, 7 Aug 2014 16:33:42 -0500
To: Corey Touchet <corey.touchet@corp.totalserversolutions.com>
Cc: "nanog@nanog.org" <nanog@nanog.org>
Errors-To: nanog-bounces@nanog.org
Remedy can be awesome, if you have full time development staff to =
dedicate to it.=20
On Aug 7, 2014, at 4:18 PM, Corey Touchet =
<corey.touchet@corp.totalserversolutions.com> wrote:
> It=B9s not taboo to say Remedy is it?
>=20
>=20
>=20
>=20
>=20
> On 8/7/14, 2:49 PM, "Ameen Pishdadi" <apishdadi@gmail.com> wrote:
>=20
>> Well what do u recommend
>>=20
>> Sent from my iPhone
>>=20
>>> On Aug 7, 2014, at 3:08 PM, Chris Adams <cma@cmadams.net> wrote:
>>>=20
>>> 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
>=20
