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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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h2. Status
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This article is *IN PROGRESS*.
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h2. Overview 
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In the ungleich infrastructure we use
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* "request tracker":https://bestpractical.com/request-tracker to handle customer requests
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  - Our instance lives on https://support.ungleich.ch/ (also known as *RT*)
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* "redmine":http://www.redmine.org/ for project management, knowledge base, process documentation, task organisation
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  - Our instance lives on http://redmine.ungleich.ch/
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h2. Handling customer requests
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* All customer requests are routed into **RT**
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* First person seeing it picks it for answering
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** Do not forget to assign (i.e. *take*) the ticket to yourself. Do not steal someone's else ticket!
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* If the request only needs an answer, answer it directly.
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* 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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* If the request requires non-trivial work, create a redmine issue.
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** TODO: how to determine the correct redmine project?
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** The assignee of the support request does not have to be the same as in redmine.
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h2. Handling redmine issues
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How to handle internal tickets is defined in [[Ticket Handling]]