The ungleich support and ticketing infrastructure » History » Revision 3
Revision 2 (Nico Schottelius, 11/11/2018 11:18 AM) → Revision 3/4 (Timothée Floure, 01/20/2020 09:56 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 - 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 New customer requests. request handling * All customer requests are routed into **RT** RT * The group responsible for the email / topic / queue gets notified * First person seeing it picks it for answering ** Do not forget to assign (i.e. *take*) the * The project manager checks once per day that there is no ticket to yourself. Do that is not steal someone's else ticket! taken * If the request only needs an answer, answer it directly. 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 related redmine issue. ticket for it ** TODO: how to determine the correct redmine project? ** The assignee of the support request does not have to be the same as in redmine. redmine (!) h2. Handling redmine issues Ticket handling How to handle internal tickets is defined in [[Ticket Handling]]