Slide 1: ST->RT Project

Project members

• Daniel Allen (project manager), Fraser Gunn, Lawrence Folland, Robyn Landers, Jim Johnston, and Lori Suess
• Plus Lisa Tomalty (IST manager), Jennifer Kier, and Jeff Voskamp

Slide 2: Project Motivation

• Inter-operation with rest of campus
• Maintainability/adding features to ST
• Useful features of RT 4.4

Slide 3: Project Timeline

When	What
Spring 2016	Survey CSCF/MFCF and report on critical and important features
Fall 2016	Feasibility; monthly meetings with IST; making design decisions
Winter 2017	Further design and implementation
	* Alpha version: now (project members and volunteers)
	* Beta version: early April, with live site/data.

Slide 4: A Few Useful Features of RT 4.4

• Dashboards and custom searches > Runon Sentence
• Gantt chart
• Automated creation of standard jobs
• Automated reminders

Slide 5: Dashboards and custom searches

• https://rt44-dev.uwaterloo.ca/Search/Build.html?NewQuery=1

Slide 6: Gantt chart

• RT Gantt Chart:
  
• https://rt44-dev.uwaterloo.ca/Search/JSGantt.html?Ticket=552505

Slide 7: Automated creation of standard jobs

• Extremely flexible coding via "scrips"
• We could do something like:
  • "When I create a ticket with the subject 'Purchase [...]', automatically create a dependency ticket with the subject 'Barcode [...]'"
• Automatic action we don't need to add because it's built in: "Admin-CC my manager" (Managers are Admin-CC on their queue)

Slide 8: Automated email reminders

• Automated email reminders of upcoming due dates
• Automated pushing due dates (for any search terms) to your calendar via iCal

Slide 9: Feasibility: no deal killers

Biggest problems:

1. change in process: only one Owner, and no "Responsible" field
2. Can't auto create arbitrary titled dependencies at one time
3. Some changes in workflow

Questions:

1. What happens to ST?
2. ...

Slide 10: Implementation: Fixing problems

1) change in process: only one Owner, and no "Responsible" field built in

• In RT, "Owner" is the person responsible for resolving the ticket, replying to client.
  • No multi-value "Responsible" list, with a "First Responsible"...
• Solution: adding a role, "Supporters".

Slide 11: Custom Role

• Proposal: adding a role "Supporters"
• Responsibility Matrix

ST	RT	RASI
Owner	Owner	Responsible
Other owners	N/A	Supporting
Responsible	N/A	Accountable
Admin CC	Admin CC	Informed
Requester	Requester
CC	CC

Slide 12: Implementation: Fixing problems

2) Can't auto create arbitrary titled dependencies at one time

• We can write code to do this
• And there is a request from Best Practical to contribute modules back, to potentially become maintained by them!

Slide 13: Implementation: Fixing problems

3) Workflow changes

• Many simplifications (removing fields CSCF management no longer cares about)
  • eg., Service/Component/Advancement
• Jennifer Kier/Lisa Tomalty will offer training on RT
• As we discover workflow changes needing fixing, we could make additional changes to RT as needed

Slide 14: Questions

What happens to ST?

• It will be kept running for historical lookups
• Not going to import all of ST- and Management wants to reduce our open items.
  • What happens to open ST items in May: no updates, or allow updates to close over the term?

Other questions?

Q&A

Lawrence, Fraser, Robyn and I answered a batch of questions (not recorded), and the following are ones that I responded "let me look that up and get back to you."

• parameterized search: can we make a box that accepts input to search for, in a particular parameter? (Adrian, ?).

• does a person have a "default queue" which can be set, so new items (and searches?) default to it? (Lori)

• There are pieces of ST in rt-math-1 that will need triage/deciding whether to keep/toss. (Adrian).

• Do we want to set a CSCF default RT user, so we don't have to worry about changing it? (Mike)
  • could be useful concept for adding a default (adminCC) when sending something outside of CSCF?

• what will the training look like? 1 day? a few hours? (Lori)

• can MS Project import or export for RT? (Dave)
  • RT can export as .csv / MS excel.
  • I don't find an open-source module add-on for importing from MS Project.

• how many CSCF people in the room use the batch-creator at all? 15.
• how many would ideally like it available from the get-go in April? 8
  • Dave: once a fiscal year, kicks off 50-60 items
  • Dan renovating a lab, will create 30 or so.
  • see ST#109169 for follow-up.

• can RT link to each transaction on an item, eg,. on a particular date and time on that item? (Lori)
  • yes; the hashtag link is visible on the left-hand side of the page.

-- DanielAllen - 2017-02-07