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The ungleich support and ticketing infrastructure » History » Version 2

Nico Schottelius, 11/11/2018 11:18 AM

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h1. The ungleich support and ticketing infrastructure
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h2. Status
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This article is *IN PROGRESS*.
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h2. Overview 
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In the ungleich infrastructure we use
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* "request tracker":https://bestpractical.com/request-tracker to handle customer requests
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* "redmine":http://www.redmine.org/ for project management, knowledge base, process documentation, task organisation
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h2. New customer request handling
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* All customer requests are routed into RT
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* The group responsible for the email / topic / queue gets notified 
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* First person seeing it picks it for answering
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* The project manager checks once per day that there is no ticket that is not taken
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* If the request only needs an answer, answer it directly
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* If the request requires work, create a related redmine ticket for it
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** The assignee of the support request does not have to be the same as in redmine (!)
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h2. Ticket handling
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How to handle internal tickets is defined in [[Ticket Handling]]