Ticketing-rt ppt
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- Bu səhifədəki naviqasiya:
- Ticketing Systems cont. Help Request with Tickets
- Ticketing Systems cont. RT
- Request Tracker / Trac - Bugzilla
- RT: Request Tracker
- Ticket Management Systems
- Essential Functionality
- Typical Support Scenario Critical Issues and Tickets
- Services
- Two Options
- User Creation Create groups of users
- Create Queues rt-mailgate
- For each queue create automatic actions
| These materials are licensed under the Creative Commons Attribution-Noncommercial 3.0 Unported license (http://creativecommons.org/licenses/by-nc/3.0/) Ticketing Systems with RT Network Management & Monitoring
Why Ticketing Systems? l Why are they important? - Track all events, failures and issues l Focal point for help desk communication l Use it to track all communications - Both internal and external l Events originating from the outside: - customer complaints l Events originating from the inside: - System outages (direct or indirect) - Planned maintenance, upgrades, etc. Ticketing Systems l Use ticket system to follow each case, including internal communication between technicians l
Each case is assigned a case number l
Each case goes through a similar life cycle: -
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Ticketing Systems cont. Help Request with Tickets Ticket System Helpdesk Tech Eqpt ---------------------------------------------------------------- T T T T query | | | | from
----> | | | | customer |
request
---> | | | <- ack.
-- | | | | | |
comm
--> | | | | |
fix issue -> eqpt
| | <- report fix - | | customer
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respond
| | | | | | |
RT - Heavily used worldwide. - Can be customized to your location. - Somewhat difficult to install and configure. - Handles large-scale operations. trac - A hybrid system that includes a wiki and project management features. - Ticketing system not as robust as rt, but works well for web-only ticket interface. - Often used for ”trac”king group projects. - Used for this course:
Request Tracker / Trac - Bugzilla http://www.bugzilla.org/ -
http://www.cerberusweb.com/ -
http://www.eticketsupport.com/ -
http://www.itracker.org/ -
http://www.jutdahelpdesk.com/ -
http://www.hulihanapplications.com/projects/mystic
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(Open source Ticket Request System)
http://otrs.org/ -
http://osticket.com/ -
http://www.simpleticket.net/ -
http://www.troubleticketexpress.com/open-source-software.html A few others… RT: Request Tracker http://bestpractical.com/rt/ What’s it Look Like?* *Version 3.8 • Why do we use the term “ticket”? • In order to resolve a problem... – Who wants what? – Who's going to work on this? – When did they ask, when was it done? – How much time did it take (billing, hours)? – What's left to do? – Everything is summarized and presented in a simple and intuitive manner.
Ticket Management Systems • User support • Security problem management • Issue Tracking / Incident Management
• Several interfaces – Web, CLI, e-mail, etc. • Multiuser – At different levels: admin, general user, guest • Authentication and authorization • Event history • Handles dependencies • Notifications Essential Functionality • Register an event (i.e., ticket creation) • Assign an owner • Assign interested parties • Maintain change history • Inform interested parties of each change • Initiative activities based on status or priority
• Lots of email traffic requesting help, request for services, etc. • Archived as text without classification • Very difficult to find current status or problem history. • Sometimes problems were forgotten or never resolved.
Critical Issues and Tickets • Open source and free • Heavily used and tested • Very active development • Flexible • Web interface or control via email • Backend database (MySQL, Postgresql, Oracle, SQLite
• A bit tricky to install the first time... • It's powerful, so you'll need to spend some time learning how it works. – Most distributions have packages that make installation a bit easier: • Red Hat, Fedora, SuSE, Debian, Ubuntu, FreeBSD, etc.
RT allows you to create queues so that problems are classified by type, groups, etc.:
– Security: Attacks, scans, abuse, etc. – Systems: Email accounts, passwords, etc – Networking: Network Services Group – Help Desk: Those who deal with end-users
Two Options – Virtualhost
http://rt.host.fqdn – Subdirectory
http://host.fqdn/rt/ Root user ('root') – Change the default password on first login ('password') – Assign the complete email for the root account
root@host.fqdn – Assign all user rights:
Web Server Configuration • Create a userid for each member of your team. • Assign privileges to each user.
Create groups of users: – Administering privileges by group is more efficient than doing so for each user.
Create Groups Create queues for problem categories – For example • security • accounts • connectivity – Assign users to each queue • Different between AdminCC and CC – Don't forget to create email aliases for each queue Create Queues rt-mailgate A critical component of RT. The rt-mailgate facility lets us: – Define virtual users on the RT server that correspond to ticket queues in RT. – Allow third-party software (Nagios, Cacti, Smokeping, etc.) to automatically generate tickets in specified queues via email. – Provide a simple interface through which end- users can communicate with your support organization via RT.
For each queue create automatic actions – There is a group of scrips that apply to all queues. • Possible to customize per queue or globally • “scrips” are “snippets of Perl code”
You can extend the functionality of RT. For example: – Send daily emails to remind users of tickets that have not been “taken” – Send daily emails to each user reminding them of their pending tickets. – Periodically increment ticket priority – You can execute commands via email http://wiki.bestpractical.com/index.cgi?Extensions
• Best Practical Web site
http://bestpractical.com/rt • RT Essentials. Dave Rolsky et al. O'Reilly Media, Inc. • Contributions to RT: http://requesttracker.wikia.com/wiki/Contributions
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