ST To RT Investigation Meeting 2016-08-30

• 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?
• time-reporting tool is important
• we need in-house expertise for customizing
  • RT front-page
  • search page: somewhat confusing to use saved search
• suggestion: we can write up custom searches, and give everyone a custom dashboard
  • high-priority: time-tracking, due-date, owner
• part of next phase: deciding on 1 queue? 3 queues?
  • Omar: incidents queue and requests queue?
• 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 factor: Summary field: we could add a custom field to the basics / displayed at the top. Possible. 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 dashboard for all staff. If there's a high learning curve, barrier to staff.
• 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 think.
    • do we want to have dependencies individuals cannot read?
    • are we in agreement it's OK IST staff can read our private items? We think so.
• Lawrence: critical: all CSCF staff see all items - in all queues except management queue.
• 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)
• work on workflow.

-- DanielAllen - 2016-08-30