ST To RT IST Training - First training session

Presentation by Lisa Tomalley. Attended by all of CSCF and MFCF.

• RequestTrackerCSCFMFCFApril2017.pptx: Lisa Tomalty's slides from training session
• IST RT Issue Solver Documentation

Action Items

• cscfhelp to start ST To RT Documentation
• Lawrence and Daniel to provide Lisa with an agenda for the second training session
  • Lawrence notes: "One takeaway is that people will be able to edit their dashboards and edit/create custom searches"
• Daniel to ask Lisa/Jeff: can we save searches to be used by both CSCF and MFCF?
  • Who can edit saved searches? Can they clean up the group searches/rename?
• Lawrence to convene discussion among managers about a convention for saving searches for others' use.
  • one possibility: the format is: ": look up whatever" for their own searches and those they save to the group; and ": look up whatever" for searches approved by the manager as useful for the group and others.

Notes

• Q: add a CS alias to emulate "rt-em-gw-" ? A: No. Practice shows people mis-type the numbers frequently. Much better is the RT standard of copying/pasting the subject-line. The context of the rest of the subject-line is useful. A second reason is reducing the critical things running on email at cs.
• Q: rt@rt.uwaterloo.ca versus rt-comment@rt.uwaterloo.ca ? A: rt@ is recorded as a reply (goes to requester). rt-comment@ is recorded as a comment (doesn't go to requester).
• Q: What are the email differences between owner and adminCC? A: There are only a few. adminCC doesn't receive feedback-on-close, and doesn't receive reminders about the ticket that only go to the owner (?). The custom CSCF roles also act like adminCC.
• Q: Can CSCF make service updates appearing on the "RT At a Glance" page? A: Not currently. Jeff is working on improvements that have been deferred a long time, which will make that possible.
• Q: Can our search queries include all CSCF queues at once? A: Not currently; IST paid for development to do this and Jeff has to install the code.
• Q: Tickets automatically go from "New" to "Open" when? A: only when the owner updates. Other updaters will need to manually change "New" to "Open".
• Q: What does status "Rejected" get used for? A: IST uses it for spam, and/or inappropriate requests that don't require reply to requester. The requester does NOT get emailed.
• Q: When you're on a ticket, what's the easiest way to find other tickets by the same requester? A: In the People section, choose the link next to a person to find recent open/closed tickets involving them.
• Q: Making sub-queries, what fields are auto-populated? For each type? A: (?)
• Q: "My Day" page: Could it include "time last updated"? A: Daniel will consider how to do this, after May.