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Thread: Agile programming (was Re: [P|C] Banksel)
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face BY : Nate Duehr email (remove spam text)



In RT you build groups of techs that would handle specific types of
problems, and can assign each "queue" its own e-mail address for direct
e-mail to ticket support.  All techs can be notified of new tickets in the
queue via e-mail, or you could just have techs monitoring the web interface
24/7, as desired.  (I like e-mail, but different company cultures might like
different things, or not like the "spam" of being e-mailed for everything...
you can crank up the e-mails or crank them down for every type of "event".)

In most companies, that would equate to a web page with "topics" that when
you clicked, it would open your mailer via a tag, I suppose.  The
system I built is a single-queue system -- we're all fixing stuff in the one
queue, since the load is light.

There can also be a "catch-all" queue, and a tech could easily reassign a
ticket in about three mouse clicks to another queue in a drop-down from that
"master" queue or send in commands via e-mail to reassign it.

Each queue can have automated status messages sent back to the customer
(again, up to the admin as to how many and at which "events") during the
process.  "Ticket created, here's your URL to watch the status, and we'll
continue to send you e-mails", "Ticket Taken/Assigned to X", "Ticket status
change", "Ticket Resovled, if you think we're looney, reply to this e-mail
and it'll automatically re-open."  

Stuff like that.  Pretty powerful, and easy enough to set up it was worth me
setting up in my "free time" for a group almost 10 years ago, instead of the
mish-mash of e-mails to a group alias/distribution list we'd been using
prior to installing it.  Didn't require much in the way of hardware for a
low-volume queue, but it is Perl/MySQL, so it could get CPU and RAM
intensive with thousands and thousands of tickets.

The other pretty decent system I've seen used (at work, but limited to
Engineering tickets -- not the system the front line techs use) is called
Jira.  I believe it's available openly, too.  Quite a bit more complex than
RT, and no e-mail integration of any kind, but does integrate with code
repositories, which is an interesting feature... bug tracker that handles
helping the coders find the source that got checked in, in the source
repository.  (I believe it supports multiple repositories in a business
environment, and multiple common types... CVS is still "spoken" here,
mostly... for better or for worse.  I'd prefer Subversion... or something
with a better "offline/road warrior" mode.)

Nate

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Subject (change) Agile programming (was Re: [P|C] Banksel)

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