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Team Concert Usage


David Croft (611) | asked Sep 01 '09, 4:52 a.m.
I am looking at Team Concert for possible use as a major tool within a Service Centre type environment.

Primary usage would be for break fixes, and minor enhancements. To complicate matters, a number of different 'flavours' will be required, as different clients have different processes, and different end ticket systems (i.e. Remedy, etc.).

Ideally Team Concert would allow Service Centre resources to work across clients using a common look and feel with seamless interfaces behind the scenes maintaining client specfic interfaces.

Hence, I am interested in finding out if anyone out there is using this tool in a complex Service Centre capacity for multiple clients using multiple processes.

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Christophe Elek (2.9k13021) | answered Sep 08 '09, 5:31 a.m.
JAZZ DEVELOPER
dcroft3@csc-dot-com.no-spam.invalid (PsychicLord) wrote in news:h7indg$rrk
$1@localhost.localdomain:

Hence, I am interested in finding out if anyone out there is using
this tool in a complex Service Centre capacity for multiple clients
using multiple processes.

Hey, we are, we created our own processes (flows and attributes) and we are
using it to manage our tickets for IBM customers using RTC.
What questions do you have ?

--
Christophe Elek
Jazz L3
IBM Software Group - Rational

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David Croft (611) | answered Nov 12 '09, 2:24 a.m.
dcroft3@csc-dot-com.no-spam.invalid (PsychicLord) wrote in news:h7indg$rrk
$1@localhost.localdomain:

Hence, I am interested in finding out if anyone out there is using
this tool in a complex Service Centre capacity for multiple clients
using multiple processes.

Hey, we are, we created our own processes (flows and attributes) and we are
using it to manage our tickets for IBM customers using RTC.
What questions do you have ?

--
Christophe Elek
Jazz L3
IBM Software Group - Rational


Well to start with, whether RTC can handle incoming tickets in a biredirectional mode from BMC Remedy 4.0,7.X, CA R11, R12, and USD concurrently. As a service centre will would need to handle 'break fix' tickets from a number of clients using appropriate variations in work flow.

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