The ungleich support and ticketing infrastructure » History » Revision 2
Revision 1 (Nico Schottelius, 11/11/2018 11:11 AM) → Revision 2/4 (Nico Schottelius, 11/11/2018 11:18 AM)
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 be moved from the internal part to handle internal tickets is defined in [[Ticket Handling]] here>