Lisa's notes

Lisa, Jeff, Robyn, Daniel, Fraser, and Lawrence attended.

Agenda

Go Live for IST 4.4: April 22nd (Sat).

• IST is not going to go live with user-visible changes such as new roles on all queues. They are aiming for "least surprise".
• We do not need CSCF go-live for April 22, rather, for May 1. So it is OK if they apply our code customizations after the 22nd.

Training Sessions

• April 12, 10:30-12:30 mandatory session for CSCF and MFCF Managers (DC 1302)
  • Daniel will provide Lisa with specific training details we want her to cover
    • Asked Q: best practices about changing queues & losing owner: Lisa says they don't do much of this. Again recommended creating sub-items with the new owner. Up to us to decide our best practice.
  • "Bring your laptop if you want to try things out"
• April 26, 10:30-12:30 Q&A session for CSCF (EC2 1021)

Action Items

• pull time worked data from rt4.4: Jeff to decide where to apply the initial SQL Daniel gave him. Daniel to provide additional SQL for time-tracking.
• field validation and population: Daniel to provide details... These aren't emergency/critical for rollout but they would be appreciated by users.
• CSCF has requested queues needed to be set up now in RT 4.2 in STToRTInvestigationChangeRequests
  • including email template upon item being closed.
  • later, possibly after May 1: bring up response survey and how we want to handle it.
  • later, ie this week or next: supply custom roles and fields (draft in STToRTInvestigationChangeRequests)
• Q: can CSCF get access to other queues? A by Lisa and Jeff: Yes, any client services queues. Probably networking; she hasn't asked yet. Daniel will add these to the Change Requests.
  • (Lisa's notes say: "f. Lisa to put CSCF and MFCF staff in global IT staff group in RT for access to –general- queue and IST-CS* queues")

Action Items within CSCF

• CSCF will come up with communication plans with our clients: eg., "you will receive automatic email when a ticket is created, and when it is closed."
• CSCF Documentation: see "RT Tips" section from https://uwaterloo.ca/rt/
  • we will ask Harsh to write a custom version of this for us. (Our group needs to decide what to include).
• (timing: ASAP) do we want training to be on dev 4.4, or prod 2.2? The difference is custom roles. We can see if there's a preference/consensus this Friday at our Staff Meeting.
• (timing: ASAP) do we want automatic moving of members from "Accountable" and "Supporters" into "AdminCC" when a ticket gets moved? If so, we need to tell IST so they can request the "On Queue Change" code from Best Practical.

Testing: Report back to Lisa

• we agreed to do the following testing. Lisa shared testing instructions: https://sharepoint.uwaterloo.ca/sites/rt4/RT44Planning/UpgradePlanning/GoLiveRT4TestingMar-Apr2017.docx
  • coordinate testing for browsers and queues
    • Safari (robyn)
    • IE (Lawrence)
    • Chrome Linux (jeff)
    • Chrome windows (lisa)
    • Chrome mac (Daniel)
    • Edge (Lawrence)
    • Firefox Linux (robyn)
    • Firefox windows (Lawrence)
    • Firefox mac (robyn)
    • android (jeff)
    • Iphone (Daniel)
    • BB (lisa )

After-Meeting discussion between lfolland, fhgunn, drallen

• Yes, we convinced ourselves that we want "Accountable" and "Supporters" roles.
  • It serves our purposes for accurate reporting and querying; and might serve as a model for IST to adopt later.
• Discussed workflow and experimented a bit with RT production.
  • No, on close, the closing Reply isn't combined with the email sent to the requester. They receive two emails.
  • Yes, on ticket creation an email goes to the requester
  • No, if you set AdminCC or Accountable for a queue, the queue value does NOT get shown on the ticket's list of watchers. As far as we can tell, there isn't a built-in way to pre-populate the "Accountable" field on new tickets with the queue owner. (It could probably be done with a scrip).