Actions
The ungleich support and ticketing infrastructure¶
Status¶
This article is IN PROGRESS.
Overview¶
In the ungleich infrastructure we use
- request tracker to handle customer requests
- Our instance lives on https://support.ungleich.ch/ (also known as RT) - redmine for project management, knowledge base, process documentation, task organisation
- Our instance lives on http://redmine.ungleich.ch/
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 over 4 years ago · 4 revisions