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

  - Our instance lives on https://support.ungleich.ch/ (also known as *RT*)

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

  - Our instance lives on http://redmine.ungleich.ch/

h2. Handling customer requests.

* All customer requests are routed into **RT**

* First person seeing it picks it for answering

** Do not forget to assign (i.e. *take*) the ticket to yourself. Do not steal someone's else ticket!

* If the request only needs an answer, answer it directly.

* If the request requires trivial work (e.g. reboot a VM), do it yourself/ask on the internal "#ungleich-support":https://chat.ungleich.ch/ungleich/channels/ungleich-support chat channel.

* If the request requires non-trivial work, create a redmine issue.

** TODO: how to determine the correct redmine project?

** The assignee of the support request does not have to be the same as in redmine.

h2. Handling redmine issues

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