Request Tracker Oliver Thomas 19 April 2005
Overview What is RT? A Case Study RT on help.mit.edu What’s next?
Part 1: What is RT? Request Tracker is one of several open source trouble ticket systems Feature rich and highly customizable Active open source developer and user community In use at many universities and companies
What is RT? For an open source tool highly scalable and database independent* Commercial support and custom development available Several add-on components - RTFM, a simple knowledge base
- RTIR, an incident response system
What is RT? Some unexpected feature gaps Not highly optimized; large instances require tuning Limitations of a web interface compared to a thick client
Part 2: A Case Study Successful example of (partial) process automation Almost entirely done through user-side scrip(t)ing
Matlab Workflow Pre-processing - Client fills out a web form for Matlab and Tool Boxes
- Server script parses e-mail & generates license file to pass to RT
- RT creates ticket and using scrips and templates populates custom fields including license file and PLP fields
- RT also creates a “refers to” link based on requisition number to SAPweb
- Ticket is kept in “internal” queue not visible to customer
Matlab Workflow Verification (manual) - VSLS staff verify req and order
- Windows license/PLP generated at Mathworks if necessary
- Same for license for older version
- VSLS staff change subject from "order" to "license”
- Move the ticket to the “Completed”
- Triggers RT to send out custom e-mail with license info
- “Completed” queue is accessible to customers
Matlab Workflow Post-processing - Using saved search, generate an Excel spreadsheet containing critical data for SAP uploads
- A few manual steps to clean up extra fields and add SAP-related tags
- Submit spreadsheet for upload to SAP to release requisitions
- Using the update multiple tickets feature, annotate tickets
- After confirmation that file was successfully uploaded close ticket and update history
Part 3: RT on help.mit.edu Developed extensive additions to RT 3.2 to make RT more useful in a mixed phone and email environment Additions to customizations, per-queue options, and diverse “queue space” Additions to RTFM Many mods incorporated into RT 3.4
MIT RT Screen Shots Home Page Search Builder Search Results (Queue Listing) Ticket Display Side-by-side Display Ticket Reply/Comment Queue Configuration Queue Configuration (Custom Fields) User Configuration
What’s Next? MIT RT queue administrator and developer workshops Richer and better integrated documentation and training Better and integrated reporting An internal knowledge base
Request Tracker MIT RT Project Notebook: web.mit.edu/tooltime Contact information: tooltime@mit.edu Best Practical Solutions: www.bestpractical.com Other ticket tracking tools: web.mit.edu/tooltime/others
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