Below is roughly based on 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

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).
-- DanielAllen - 2017-03-21
Topic revision: r2 - 2017-03-29 - DanielAllen
 
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