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¶

How to handle internal tickets is defined in Ticket Handling