I've created a basic ticketing workflow system for OTRS. http://fedoraproject.org/wiki/Infrastructure/Tickets/WorkFlow
It's a quick tutorial on how to lock, email, comment and resolve a ticket. The trick is to make sure we all use the system but not have it be a huge bottle neck with so much overhead that its a headache. As always any comments are welcome. We've had the system for a while now but still with few tickets. What do you guys think of it?
-Mike
On Jul 10, 2006, at 12:57, Mike McGrath wrote:
I've created a basic ticketing workflow system for OTRS. http:// fedoraproject.org/wiki/Infrastructure/Tickets/WorkFlow
It's a quick tutorial on how to lock, email, comment and resolve a ticket. The trick is to make sure we all use the system but not have it be a huge bottle neck with so much overhead that its a headache. As always any comments are welcome. We've had the system for a while now but still with few tickets. What do you guys think of it?
Looks cool to me! I think the main thing remaining to do is just nagging people to use it, until they do. That could mean sending a personal note (with this URL included) to each of the teams that is supposed to respond to a queue.
The other half of getting people to use OTRS is sending reminders via e-mail of tickets people should be paying attention to. Is there a way to do that?
Best, -- Elliot
On Mon, 2006-07-10 at 14:17 -0400, Elliot Lee wrote:
On Jul 10, 2006, at 12:57, Mike McGrath wrote:
I've created a basic ticketing workflow system for OTRS. http:// fedoraproject.org/wiki/Infrastructure/Tickets/WorkFlow
It's a quick tutorial on how to lock, email, comment and resolve a ticket. The trick is to make sure we all use the system but not have it be a huge bottle neck with so much overhead that its a headache. As always any comments are welcome. We've had the system for a while now but still with few tickets. What do you guys think of it?
Looks cool to me! I think the main thing remaining to do is just nagging people to use it, until they do. That could mean sending a personal note (with this URL included) to each of the teams that is supposed to respond to a queue.
The other half of getting people to use OTRS is sending reminders via e-mail of tickets people should be paying attention to. Is there a way to do that?
I had a script for RT that went through the ticket database and sent a message to each user with open tickets giving them a list of their tickets and a link to the ticket within RT. I might be able to modify it for OTRS.
Ryan
Ryan Ordway wrote:
On Mon, 2006-07-10 at 14:17 -0400, Elliot Lee wrote:
On Jul 10, 2006, at 12:57, Mike McGrath wrote:
I had a script for RT that went through the ticket database and sent a message to each user with open tickets giving them a list of their tickets and a link to the ticket within RT. I might be able to modify it for OTRS.
Ryan
I don't think you'll have to go that far. OTRS has some reminder functionality built in, we'll just have to look at it.
-Mike
Elliot Lee wrote:
The other half of getting people to use OTRS is sending reminders via e-mail of tickets people should be paying attention to. Is there a way to do that?
Actually there is, I've been thinking about creating escalation so that if no one takes a ticket in the first 24 or 48 hours it'll send an email to the admin@fedoraproject.org. I'll set that up soon. We really need all the admins to log in and actually watch the queue's they'll be working on.
-Mike
Elliot Lee wrote:
The other half of getting people to use OTRS is sending reminders via e-mail of tickets people should be paying attention to. Is there a way to do that?
Agents can set up notifications for various items under Preferences. By default these are not enabled. Maybe we should enable them/some by default?
Nils Breunese.
Mike McGrath wrote:
It's a quick tutorial on how to lock, email, comment and resolve a ticket. The trick is to make sure we all use the system but not have it be a huge bottle neck with so much overhead that its a headache. As always any comments are welcome. We've had the system for a while now but still with few tickets. What do you guys think of it?
I think it's a good system, it will just take time for people to get used to using it. It provides some ability to see who is working on what, as more tickets get input that will become more and more important. Ticket history can also be a resource to see how some issues have been solved even if you weren't the one that worked the ticket.
-Jeffrey
infrastructure@lists.fedoraproject.org
-
Elliot Lee -
Jeffrey Tadlock -
Mike McGrath -
Nils Breunese -
Ryan Ordway