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LTER Network Office presents Request Tracker (Best Practical, LLC) IM Meeting, 30 July 2004

LTER Network Office presents Request Tracker (Best Practical, LLC) IM Meeting, 30 July 2004. What is RT?. RT is an enterprise-grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users. What is RT?.

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LTER Network Office presents Request Tracker (Best Practical, LLC) IM Meeting, 30 July 2004

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  1. LTER Network OfficepresentsRequest Tracker(Best Practical, LLC)IM Meeting, 30 July 2004

  2. What is RT? RT is an enterprise-grade ticketing system which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users.

  3. What is RT? • RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, ticketing and software development.

  4. What is RT? • Written in object-oriented Perl, RT is a high-level, portable, platform independent system that eases collaboration within organizations and makes it easy for them to take care of their customers. • It’s free!

  5. Why use RT? • To respond to several ASM survey responses and the LNO site review (strategic plan) • “we have experienced an uneven level of response from the Network Office to request for information: sometimes the response is rapid, sometimes repeated prompting is necessary to get a response…”

  6. Why use RT? • In 1997, Stephen Hawking and Caltech physics professor Kip Thorne made a well-publicized bet with a particle physicist, John Preskill, that “information swallowed by a black hole is forever hidden from the outside universe and can never be revealed, even as the black hole evaporates and completely disappears.”

  7. Why use RT? • To avoid the “blackhole” phenomena • Where did my request go? • Did anybody read my request? • What is the status of my request? • Who can I contact about my request? • Why has my request not been resolved? • Who has my request now?

  8. Advantages of using RT • No requests in staff inboxes (staff member can go on vacation) • Requests can be seen by all staff (requests can be handled more quickly) • Provides history (comments, correspondence, and attachments) if new staff member takes ticket or requestor inquires about request • RTFM (RT FAQ Manager) allows for dynamic, persistent documentation (no re-inventing the wheel) • Ability to attach previously written documentation (requests can be handled more quickly) • Provides workflow/project management • Supervisor can view all the great work you are doing

  9. Internal Use • Tracking (progress) • Documentation • Approvals • Status • New • Dependencies • Project management (workflow) • History

  10. External use • Tracking (progress) • Status • History • Documentation • Contact information

  11. Status of implementation • Internal • Approximately 2 weeks • Configuration • Moving tickets from old RT system • External • Approximately 1 month • Interface into system • Single sign-on

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