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Re: ticket systems

We were using RT but a year or so ago we moved some systems around
and did not re-install it. We began using the bug tracker in
egroupware. These are my thoughts.

Having a system that accepts e-mail trouble reports and
automagically sends users updates is very, very nice if your clients
will use it. Being able to categorize tickets and set priorities is
also very nice.

One thing I wish I had and do not (or maybe don't know that I have
it) is the ability to assign multiple technicians to one ticket. An
alternative would be to be able to spawn sub-tickets for a problem
assigned to different individuals.

I also found that setting one ticket to be dependant upon another
(ie, can not upgrade web site until new perl library is installed,
two tickets, but the "upgrade web site" can not be performed until
the "install new library" ticekt is done) is very handy, and I miss
that a lot.

Another thing I find important is the ability to attach arbitrary
files to a ticket.

Anyway, these are the items I find important. As to how we actually
use it, since the e-groupware does not have many of these functions,
a client calls and whoever answers the call creates a ticket and
assigns it to a tech and gives it a priority. Then, when the job is
done, it is marked "resolved" until it is reviewed at bi-weekly
meetings, at which time it is closed. Very simple procedure for a,
as I said before, small company.


> Right now our "ticket" system is an email alias to our small group
> and a
> policy that we CC the alias on replies.
> For current volume this is fine.  Things fall through the cracks,
> but
> only rarely. However, at our current growth, it is not hard to
> extrapolate to a problematic future.
> I'm curious as to how people use ticket systems and their bad
> experiences with ticket systems. "How" and "why" are more useful
> right
> now than "what". I'm not especially interested in "request-tracker
> rocks!" or "No! otrs rocks more!"
> I've heard people say that it is nice to have system created
> tickets,
> (naigos reports webserver down) or to have master tickets. (10
> people
> complain about webserver down, close master ticket and close linked
> tickets)
> I'm also not sure of where the line between a ticket system, project
> system and a bug tracking system lies or should lie.
> I've worked places where people game the system. A good evaluation
> comes
> from closing lots of tickets, so people are motivated to close
> tickets
> rather than solve problems.  There are also some disincentives to
> put
> hard-to-solve problems in the ticket system....
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Meddle not in the Affairs of Dragons
    for thou art crunchy, and good with catsup.

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