[Cu-wireless] Looking for a first contact CWN point-person:
Jon Dugan
jdugan at ncsa.uiuc.edu
Thu Mar 11 14:55:25 CST 2004
On Thu, Mar 11, 2004 at 02:19:49PM -0600, David Young wrote:
> >
> > http://www.bestpractical.com/rt/
> >
>
> Wow. If the screenshots are any indication, this looks like it easily
> beats everything else I have seen in open source (bugzilla, gnats) for
> usability. If it has fewer bugs than gnats, I'm sold. What has been
> your experience with it?
I've been involved with the networking for the Supercomputing tradeshow
(http://www.sc-conference.org/) for the last several years. We use it to
handle questions about network connection before the show (each booth can
order it's own connection ranging from 100 Mb/s ethernet to 10 Gb/s
ethernet) and to handle trouble reports during the show. We have a team of
about 40 people that are involved in the effort, I think we had about 500
tickets in the system for last year's show.
I think having a ticket system like this would be helpful for tracking
informational requests as well as problem reports and bug reports.
The way we used it for Supercomputing is to have a queue for each interest
area, an email alias that dumped into that queue and a few people who were
assigned as "watchers" for each queue. The watchers receive an email (this
is configurable) each time a ticket enters the queue they are watching.
Here's an initial set of queues I can think of:
info - informational request
trouble - operational trouble with the network
bugs - software bugs
sysadmin - track requests regarding infrastructure machines
www - track issues related to the website
Jon
--
Jon Dugan | Senior Network Engineer, NCSA Network Research
jdugan at ncsa.uiuc.edu | 269 CAB, 605 E Springfield, Champaign, IL 61820
217-244-7715 | http://www.ncsa.uiuc.edu/~jdugan/
More information about the CU-Wireless
mailing list