The ungleich support and ticketing infrastructure¶

Status¶

This article is IN PROGRESS.

Overview¶

In the ungleich infrastructure we use

• request tracker to handle customer requests
  - Our instance lives on https://support.ungleich.ch/ (also known as RT)
• redmine for project management, knowledge base, process documentation, task organisation
  - Our instance lives on http://redmine.ungleich.ch/

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 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.

Handling redmine issues¶

How to handle internal tickets is defined in Ticket Handling