Re: [rt-users] Does Anyone out there use RT for Change Management?
Steve, Yes we do. We have a process that forces a ticket to be reviewed and approved in a single Queue before it is moved to one of 30 other queues where the work will be done. We then have a QA WorkFlow process that enforces the concept of QA/Acceptance Testing Approval by someone /other/ than the ticket owner. In total, we have over 100 queues and ALL of them have some form of QA testing. We are now looking into integrating version control (into PVCS) when a ticket is resolved. That's because we are still in 3.6.4. I believe 3.8.2 has version control with subversion built-in. At any rate, that's what we have so far. I'd love to field any questions you have. Kenn LBNL On 4/21/2009 4:06 PM, Steve OBrien wrote: Hi All, I was wondering if anyone out there was using RT for IT Change Management and if so: 1.) How is it working out for you? 2.) Any helpful hints or a description of your setup. If not, is there any other tracking system that would work better for tracking, approving, and notifying changes (server configurations, etc) TIA, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Does Anyone out there use RT for Change Management?
If you install the Asset Tracker extension then not only can you track/approve changes, but you could have those changes linked to an asset representing the hardware/software being changed. This is handy for viewing all changes for a particular item. On Tue, Apr 21, 2009 at 7:06 PM, Steve OBrien steve.obr...@hdesd.org wrote: Hi All, I was wondering if anyone out there was using RT for IT Change Management and if so: 1.) How is it working out for you? 2.) Any helpful hints or a description of your setup. If not, is there any other tracking system that would work better for tracking, approving, and notifying changes (server configurations, etc) TIA, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Does Anyone out there use RT for Change Management?
Steve OBrien wrote: Hi All, I was wondering if anyone out there was using RT for IT Change Management and if so: 1.) How is it working out for you? 2.) Any helpful hints or a description of your setup. If not, is there any other tracking system that would work better for tracking, approving, and notifying changes (server configurations, etc) Yea, we use it for that. Among lots of others things, the IT queue is only one of many in our RT setup. Works great. Helpful hints is rather vague, and I can't think of anything specific to IT change management in that area. Our platform is Linux and mysql for the backend, with postfix and cyrus imap doing email duties. I'm not sure the setup of our RT would be very helpful, since every company is quite different and requires radically different RT configs. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Does Anyone out there use RT for Change Management?
On 22/4/09 9:06 AM, Steve OBrien wrote: Hi All, I was wondering if anyone out there was using RT for IT Change Management and if so: 1.) How is it working out for you? 2.) Any helpful hints or a description of your setup. If not, is there any other tracking system that would work better for tracking, approving, and notifying changes (server configurations, etc) TIA, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Hi Steve, We use it in that manner. CM queues have custom fields for endorsement and approval. Tickets cannot be resolved until the CM process is complete. Users generally have custom searches for tickets awaiting approval. It works for us because people are vigilant in getting it done. Lachlan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
