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NOC TOOLS ticket systems (RT3) ‏. AfNOG 2009 - Cairo, SI-E, 5 of 5 Sunday Folayan. Why Ticket Systems?. Ticket Systems are electronic piles of post-it notes Network people usually have at least five hundred things they are working on at any one time

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Noc tools ticket systems rt3
NOC TOOLSticket systems (RT3)‏

AfNOG 2009 - Cairo, SI-E, 5 of 5

Sunday Folayan


Why ticket systems
Why Ticket Systems?

Ticket Systems are electronic piles of post-it notes

Network people usually have at least five hundred things they are working on at any one time

Keeping track of these things is quite hard


Working in groups
Working in Groups

A group of people working together to solve problems need coordination

otherwise people waste time working on the same thing as others

disaster!


Workflow
Workflow

For every new piece of work that needs to be done, create a ticket

Ticket should be created in an appropriate queue

ticket is “new”

ticket can be assigned to someone in particular, or can be left unassigned


Workflow1
Workflow

People can decide to work on particular tickets

they “take” the ticket

if someone else already has it, perhaps they “steal” the ticket

This way you always know who is responsible for any piece of work


Workflow2
Workflow

Sometimes a piece of work has different parts

once one part is finished, perhaps the ticket needs to go to someone else for the next part

“give” the ticket


Workflow3
Workflow

If you need to go home and sleep, but you have been working on something that is not finished yet

give the ticket to someone else

or make the ticket owned by nobody

someone else can “take” it


Flexibility
Flexibility

Most ticket systems are very flexible

if you already have a way of working, you can probably configure the ticket system to suit you

web interfaces, e-mail interfaces


Integration
Integration

Flexibility allows for integration

You can integrate a ticketing system with your Nagios, Rancid, Wiki’s etc.

This allows for escalation procedures, management and communication purposes.


E mail
E-mail

If you receive requests from users by e-mail, you can configure rt so that incoming mail opens a ticket automatically

mail senders get an automatic response which includes a ticket number

Sometimes this can cause problems. Why?



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