CSCF Staff Meeting Presentation 2017-03-24

  • This is a followup to last month's presentation.
  • Questions noted:
    • Q: When should we start using RT? A: as of the first training (unless you're an alpha-tester).
    • Q: What about clients who don't want an email upon ticket creation/closing? A: we could change it per-queue to not do that; or implement something fairly customized; but current workaround is: create the item with you as requester, then change the requester to the client; then change the requester back to you before closing; then change the requester back to them for searches/reporting. (Ugh). Daniel will follow up with Lori.
    • Q: Will we have the ability to request changes to our workflow and queues after May 1? A: Yes; they're motivated to getting us on the same system.
    • Q: Will we get shared saved-searches? A: yes. Implementation details TBD in April.
      • A very common search is: student visits and we want to get all items related to them by their userid; and display all their items chronologically backward.
        • This is actually built in to RT: top-menu "Search" -> "Users" -> fill in and search -> displays the results.
    • Q: How about other searches where we just want to change one parameter? The saved-searches don't seem to do this.
      • A: We could have an external page, a la the runon sentence. To be worked on after May 1. How would this be implemented?
        • Experimenting shows that a Simple Search result becomes a URL that can be tweaked. Here's one that reports all of Requester ENDSWITH folland@uwaterloo.ca (caution; it's long):
https://rt.uwaterloo.ca/Search/Results.html?Format=%0A%20%20%20%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%20%20%20%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%20%20%20Status%2C%0A%20%20%20QueueName%2C%0A%20%20%20Owner%2C%0A%20%20%20Priority%2C%0A%20%20%20%27__NEWLINE__%27%2C%0A%20%20%20%27__NBSP__%27%2C%0A%20%20%20%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&Order=ASC&OrderBy=Created&Page=1&Query=(%20Requestor%20ENDSWITH%20%27folland%40uwaterloo.ca%27%20)&Rows=50

Start Presentation

Slide 1: ST->RT Project Update

  • As of March 24
  • 1 month to go!

Slide 2: Update Highlights

  • We have requested our queues to be set up in RT by the end of next week.
    • CSCF, CSCF-INF, CSCF-RSG, CSCF-TOP, CSCF-MGMT
  • We have been given access to some IST Queues: -General-, all five of the IST Client Services queues
    • and hopefully Networking Services, once Lisa gets permission
  • We have requested two custom roles that will be available when IST upgrades RT from 4.2 to 4.4 on April 22
    • Supporters: aka "additional owners" who are doing work
    • Accountable: aka ST's "Responsible": optional; such as for point-of-contact who isn't the manager for the queue.

Slide 3: Client Communication in Early April

  • We will come up with communication plans for our clients
    • Including "you will receive automatic email when a ticket is created, and when it is closed."
    • (An implication of this: dependencies should have the requester set to you, unless the client actually wants to know when the dependency is done.)
  • As of now, we will NOT give clients a survey on completion, but our managers are discussing and we will probably start asking useful survey questions, next term.

Slide 4: Training

  • April 12, 10:30-12:30 mandatory session for CSCF and managers from MFCF (DC 1302)
    • Bring your laptop if you want to try things out
  • April 26, 10:30-12:30 Advanced Q&A session for CSCF

Slide 5: Decisions

  • Early usage?
    • Starting early in April, you can make RT updates in the production RT (including our custom fields)
    • For testing, there will be a URL for a test system you can make throwaway items in.
  • Late usage?
    • Management says: please don't make new ST items after the end-of-term (May 1).
    • Goal is <50 open ST items (that aren't "uncommitted")

Slide 6: Questions?

-- DanielAllen - 2017-03-23

Topic revision: r5 - 2017-04-28 - DanielAllen
 
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