Request Tracker
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Request Tracker IT Partners Conference Oliver Thomas 19 April 2005
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Request Tracker. IT Partners Conference 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 - PowerPoint PPT Presentation
Transcript of Request Tracker
Request Tracker
IT Partners ConferenceOliver Thomas19 April 2005
IT Partners Conference19 April 2005
Overview1. What is RT?2. A Case Study3. RT on help.mit.edu4. What’s next?
IT Partners Conference19 April 2005
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
IT Partners Conference19 April 2005
What is RT?• Several instances of RT in use at MIT• 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
IT Partners Conference19 April 2005
What is RT?• Some unexpected feature gaps
– Customer management and meta data– Lack of integrated reporting– No workflow management system*
• Not highly optimized; large instances require tuning
• Limitations of a web interface compared to a thick client
IT Partners Conference19 April 2005
Part 2: A Case Study• Matlab license
renewal requests processed via RT
• Successful example of (partial) process automation
• Almost entirely done through user-side scrip(t)ing
IT Partners Conference19 April 2005
Matlab Workflow• Pre-processing
1. Client fills out a web form for Matlab and Tool Boxes
2. Server script parses e-mail & generates license file to pass to RT
3. RT creates ticket and using scrips and templates populates custom fields including license file and PLP fields
4. RT also creates a “refers to” link based on requisition number to SAPweb
5. Ticket is kept in “internal” queue not visible to customer
IT Partners Conference19 April 2005
Matlab Workflow• Verification (manual)
– VSLS staff verify req and order– Windows license/PLP generated at Mathworks if
necessary– Same for license for older version
• Order delivery– 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
IT Partners Conference19 April 2005
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
IT Partners Conference19 April 2005
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
IT Partners Conference19 April 2005
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
IT Partners Conference19 April 2005
What’s Next?• MIT RT queue administrator and
developer workshops• Richer and better integrated
documentation and training• Casetracker migrations for current
Casetracker users• Better and integrated reporting• An internal knowledge base
IT Partners Conference19 April 2005
Request Tracker• MIT RT Project
Notebook:web.mit.edu/tooltime
• Contact information:[email protected]
• Best Practical Solutions:www.bestpractical.com
• Other ticket tracking tools:web.mit.edu/tooltime/others
The End.
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