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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 OfficepresentsRequest 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? • 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.
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!
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…”
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.”
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?
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
Internal Use • Tracking (progress) • Documentation • Approvals • Status • New • Dependencies • Project management (workflow) • History
External use • Tracking (progress) • Status • History • Documentation • Contact information
Status of implementation • Internal • Approximately 2 weeks • Configuration • Moving tickets from old RT system • External • Approximately 1 month • Interface into system • Single sign-on