Open Infrastructure

h1. The ungleich support and ticketing infrastructure

h2. Status

This article is *IN PROGRESS*.

h2. Overview 

In the ungleich infrastructure we use

* "request tracker":https://bestpractical.com/request-tracker to handle customer requests

* "redmine":http://www.redmine.org/ for project management, knowledge base, process documentation, task organisation

h2. 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 (!)

h2. Ticket handling

How to handle internal tickets is defined in [[Ticket Handling]]