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Request Tracker

Request Tracker. IT Partners Conference Oliver Thomas 19 April 2005. Overview. What is RT? A Case Study RT on help.mit.edu What’s next?. Part 1: What is RT?. Request Tracker is one of several open source trouble ticket systems Feature rich and highly customizable

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Request Tracker

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  1. Request Tracker IT Partners Conference Oliver Thomas 19 April 2005

  2. Overview • What is RT? • A Case Study • RT on help.mit.edu • What’s next? IT Partners Conference 19 April 2005

  3. Part 1: What is RT? • Request Tracker is one of several open source trouble ticket systems • Feature rich and highly customizable • Active open source developer and user community • In use at many universities and companies IT Partners Conference 19 April 2005

  4. What is RT? • Several instances of RT in use at MIT • For an open source tool highly scalable and database independent* • Commercial support and custom development available • Several add-on components • RTFM, a simple knowledge base • RTIR, an incident response system IT Partners Conference 19 April 2005

  5. What is RT? • Some unexpected feature gaps • Customer management and meta data • Lack of integrated reporting • No workflow management system* • Not highly optimized; large instances require tuning • Limitations of a web interface compared to a thick client IT Partners Conference 19 April 2005

  6. Part 2: A Case Study • Matlab license renewal requests processed via RT • Successful example of (partial) process automation • Almost entirely done through user-side scrip(t)ing IT Partners Conference 19 April 2005

  7. Matlab Workflow • Pre-processing • Client fills out a web form for Matlab and Tool Boxes • Server script parses e-mail & generates license file to pass to RT • RT creates ticket and using scrips and templates populates custom fields including license file and PLP fields • RT also creates a “refers to” link based on requisition number to SAPweb • Ticket is kept in “internal” queue not visible to customer IT Partners Conference 19 April 2005

  8. Matlab Workflow • Verification (manual) • VSLS staff verify req and order • Windows license/PLP generated at Mathworks if necessary • Same for license for older version • Order delivery • VSLS staff change subject from "order" to "license” • Move the ticket to the “Completed” • Triggers RT to send out custom e-mail with license info • “Completed” queue is accessible to customers IT Partners Conference 19 April 2005

  9. Matlab Workflow • Post-processing • Using saved search, generate an Excel spreadsheet containing critical data for SAP uploads • A few manual steps to clean up extra fields and add SAP-related tags • Submit spreadsheet for upload to SAP to release requisitions • Using the update multiple tickets feature, annotate tickets • After confirmation that file was successfully uploaded close ticket and update history IT Partners Conference 19 April 2005

  10. Part 3: RT on help.mit.edu • Developed extensive additions to RT 3.2 to make RT more useful in a mixed phone and email environment • Additions to customizations, per-queue options, and diverse “queue space” • Additions to RTFM • Many mods incorporated into RT 3.4 IT Partners Conference 19 April 2005

  11. MIT RT Screen Shots • Home Page • Search Builder • Search Results(Queue Listing) • Ticket Display • Side-by-side Display • Ticket Reply/Comment • Queue Configuration • Queue Configuration(Custom Fields) • User Configuration IT Partners Conference 19 April 2005

  12. MIT RT Home Page IT Partners Conference 19 April 2005

  13. Search Builder IT Partners Conference 19 April 2005

  14. Search Results / Queue Listing IT Partners Conference 19 April 2005

  15. Ticket Display IT Partners Conference 19 April 2005

  16. Side-by-side Ticket Display IT Partners Conference 19 April 2005

  17. Ticket Reply / Comment Screen IT Partners Conference 19 April 2005

  18. Queue Configuration IT Partners Conference 19 April 2005

  19. Queue ConfigurationCustom Fields IT Partners Conference 19 April 2005

  20. User Configuration IT Partners Conference 19 April 2005

  21. What’s Next? • MIT RT queue administrator and developer workshops • Richer and better integrated documentation and training • Casetracker migrations for current Casetracker users • Better and integrated reporting • An internal knowledge base IT Partners Conference 19 April 2005

  22. MIT RT Project Notebook:web.mit.edu/tooltime Contact information:tooltime@mit.edu Best Practical Solutions:www.bestpractical.com Other ticket tracking tools:web.mit.edu/tooltime/others The End. Request Tracker IT Partners Conference 19 April 2005

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