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The ungleich support and ticketing infrastructure

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This article is IN PROGRESS.

Overview

In the ungleich infrastructure we use

Handling customer requests

  • All customer requests are routed into RT
  • First person seeing it picks it for answering
    • Do not forget to assign (i.e. take) the ticket to yourself. Do not steal someone's else ticket!
  • If the request only needs an answer, answer it directly.
  • If the request requires trivial work (e.g. reboot a VM), do it yourself/ask on the internal #ungleich-support chat channel.
  • If the request requires non-trivial work, create a redmine issue.
    • TODO: how to determine the correct redmine project?
    • The assignee of the support request does not have to be the same as in redmine.

Handling redmine issues

How to handle internal tickets is defined in Ticket Handling

Updated by Timothée Floure 8 months ago · 4 revisions