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The ungleich support and ticketing infrastructure » History » Revision 1

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Nico Schottelius, 11/11/2018 11:11 AM


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
  • redmine for project management, knowledge base, process documentation, task organisation

New customer request handling

  • All customer requests are routed into RT
  • The group responsible for the email / topic / queue gets notified
  • First person seeing it picks it for answering
  • The project manager checks once per day that there is no ticket that is not taken
  • If the request only needs an answer, answer it directly
  • If the request requires work, create a related redmine ticket for it
    • The assignee of the support request does not have to be the same as in redmine (!)

Ticket handling

<to be moved from the internal part to here>

Updated by Nico Schottelius almost 2 years ago · 1 revisions