Related link: http://www.bestpractical.com/rt/
Boy, I thought RT helped me out in my work, but my experience is nothing compared to this. Jesse Vincent is giving a tutorial on customizing RT here at OSCon, and as an aside he mentioned that a German peer-counseling group is using RT to track incoming emails from people in need of counseling. The group has customized RT so that if an email is sent in containing the words “suicide” or “kill myself,” the counselors get an immediate pager alert. I’m quoted on the RT praise page as saying I’d be screwed without RT; and the quote below mine says “RT *saved my life*.” It’s amazing how literally those words are true in Jesse’s anecdote.
Has software you’ve written ever saved a life?