(no subject)

posted by [identity profile] nalsa.livejournal.com at 02:10pm on 17/05/2012
Request Tracker. Set aside a day to install it and learn some stuff, and get the book.

Or have a whiteboard and a budget for drywipe pens.
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lnr: Halloween 2023 (Default)

(no subject)

posted by [personal profile] lnr at 03:40pm on 17/05/2012
RT is what we use at work - and it's pretty effective. We have quite a lot of different queues - some for more technical roles, others for more adminny things. It does work well with email - though you tend to need at least some use of the web interface to tidy up tickets when they're done. The search interface can be slow, but quite powerful. Perhaps it's overkill if you only want *one* queue?

Stuff which needs to be reproducible on a regular basis tends to get documented in our wiki as well though, rather than having to go find the ticket where you last did it.

A shared email account might be enough for tracking what you're doing, if you can agree a method for filing messages so you can tell if they've been handled or not, or who needs to deal with them.
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