AutoTask as a ticketing system in a MNS NOC

Corey Touchet corey.touchet at corp.totalserversolutions.com
Thu Aug 7 21:18:52 UTC 2014


It¹s not taboo to say Remedy is it?





On 8/7/14, 2:49 PM, "Ameen Pishdadi" <apishdadi at gmail.com> wrote:

>Well what do u recommend
>
>Sent from my iPhone
>
>> On Aug 7, 2014, at 3:08 PM, Chris Adams <cma at cmadams.net> wrote:
>> 
>> Once upon a time, Chris Garrett <chris at aperturefiber.com> said:
>>> Does anyone on list have any firsthand experience with this software
>>>as a primary ticketing platform in a high volume NOC?
>> 
>> 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.
>> 
>> 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).
>> 
>> 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.
>> 
>> -- 
>> Chris Adams <cma at cmadams.net>



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