The ungleich support and ticketing infrastructure » History » Version 4
Timothée Floure, 01/20/2020 09:57 AM
Remove typo
| 1 | 1 | Nico Schottelius | h1. The ungleich support and ticketing infrastructure |
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| 3 | h2. Status |
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| 5 | This article is *IN PROGRESS*. |
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| 7 | h2. Overview |
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| 9 | In the ungleich infrastructure we use |
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| 11 | * "request tracker":https://bestpractical.com/request-tracker to handle customer requests |
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| 12 | 3 | Timothée Floure | - Our instance lives on https://support.ungleich.ch/ (also known as *RT*) |
| 13 | 1 | Nico Schottelius | * "redmine":http://www.redmine.org/ for project management, knowledge base, process documentation, task organisation |
| 14 | 3 | Timothée Floure | - Our instance lives on http://redmine.ungleich.ch/ |
| 15 | 1 | Nico Schottelius | |
| 16 | 4 | Timothée Floure | h2. Handling customer requests |
| 17 | 1 | Nico Schottelius | |
| 18 | 3 | Timothée Floure | * All customer requests are routed into **RT** |
| 19 | 1 | Nico Schottelius | * First person seeing it picks it for answering |
| 20 | 3 | Timothée Floure | ** Do not forget to assign (i.e. *take*) the ticket to yourself. Do not steal someone's else ticket! |
| 21 | * If the request only needs an answer, answer it directly. |
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| 22 | * 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. |
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| 23 | * If the request requires non-trivial work, create a redmine issue. |
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| 24 | ** TODO: how to determine the correct redmine project? |
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| 25 | ** The assignee of the support request does not have to be the same as in redmine. |
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| 26 | 1 | Nico Schottelius | |
| 27 | 3 | Timothée Floure | h2. Handling redmine issues |
| 28 | 2 | Nico Schottelius | |
| 29 | 1 | Nico Schottelius | How to handle internal tickets is defined in [[Ticket Handling]] |