ST To RT Investigation Meeting 2016-08-30

Meeting between Daniel, Dave, Lawrence, Omar to decide go/no-go.

Discussion:

  • an additional concern: emailing RT: if you have email aliases / reply-to, RT will create the item with the wrong user.
  • linking to inventory:
    • We know we can have custom fields -> can field output be URL? Probably.
  • Agreed that our time-reporting tool is important
  • we need in-house expertise for customizing the following:
    • RT front-page / dashboards
    • search page: somewhat confusing to use saved search
  • suggestion: we can write up custom searches, and give everyone a custom dashboard
    • searches should include: high-priority: time-tracking, due-date, owner
  • Handling attachments: Lawrence edits attachments in situ. He'd be sorry to see this go, but it's not a deal-beaker.
    • We can store files in our filespace and link them in RT.
  • Additional concern: RT doesn't have a summary field
    • we could add a custom field to the basics / displayed at the top. TBD if we want to.
  • batch dependency creation?
    • OK if it's not there for now but create a tool down the line, perhaps?
    • can RT create dependencies via email?
  • Dave: Biggest hurdle is creating usable dashboards for all staff. If there's a high learning curve, staff will find it a barrier to use.
  • Deciding on number of queues (possibly: RSG, TOP, INF, management queue)
    • or: Omar's: incidents, requests, projects - currently under master-items.
      • can a master item in one queue reference dependencies in another queue? Yes, we believe so; however, links to management queue would mean regular staff couldn't read them / see the status.
      • do we want to have dependencies individuals cannot read? To be determined.
      • are we in agreement it's OK IST staff can read our private items? Yes.
  • Lawrence: critical: all CSCF staff see all items - in all queues except management queue.
  • Overall agreement: Yes: next May, all new tickets in RT.
  • updated STToRTInvestigation Implementation Plan.
  • Omar is happy for his group to be beta-testers. (Lawrence wants to switch over at budget cutover - May)
  • In Spring term, or possibly Fall, we can work on improving our workflow - both by seeing how IST uses theirs; and by assessing our needs.

-- DanielAllen - 2016-08-30

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