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Bryan,<br>
<br>
Another suggestion. WE use AdminCc as the Queue/Project managers. that
way, we can assign rights to them that allow them to change ACL for
groups using the Queue, re-assigning (steal) tickets, etc. I have a
suggested rights list that works for us in giving a basic hierarchy of
rights (reduces redundancy, etc.) and explains how some of the rights
work together (like "CreateTicket", "SeeQueue" for creating tickets via
web). It is attached.<br>
We also developed a RT USER Guide for regular users/developers which
explains how to use the Query, using Custom Fields, etc. with screen
shots. This is all on 3.6.x (Sorry. We're in the midst of testing 3.8.4
on our dev machine).<br>
Lots of luck.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 7/23/2009 2:36 PM, Bryan Ellinger wrote:
<blockquote cite="mid:AE156D5B76794E6BBAFEF0B0CD9ADC48@adi.com"
type="cite">
<blockquote type="cite">
<pre wrap="">-----Original Message-----
From: William Graboyes [<a class="moz-txt-link-freetext" href="mailto:william.graboyes@theportalgrp.com">mailto:william.graboyes@theportalgrp.com</a>]
Sent: Thursday, July 23, 2009 4:36 PM
To: <a class="moz-txt-link-abbreviated" href="mailto:ellinger@adi.com">ellinger@adi.com</a>
Cc: <a class="moz-txt-link-abbreviated" href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>
Subject: Re: [rt-users] RT for Project Management
Bryan,
I've one acronym for you ITIL. It works for supporting huge
dotcoms, all the way to small projects. Typically you want
queues that pertain to the type of project that is being
managed, you can spawn child tickets from parent tickets
for use if sending to different groups.
</pre>
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Bill,
Thanks for your comments. Let's see if I get it.
You're suggesting:
Set up queues for different types of projects, e.g. expansions, PCI systems, VME systems, Large-scale systems.
Set up groups for different business groups, e.g. Sales, Engineering, Field Service
The project manager create a top-level ticket, e.g. Build a PCI system for customer "X"
The project manager spawn children from that top-level ticket and assign owners, e.g. Specify IO -- owner: engineering, Unit test --
owner: manufacturing etc.
Yes?
I checked out ITIL, and it looks like something worth investigating, and possibly integrating with our ISO 9000 program.
rt-users,
How does this compare to what you are doing?
What problems would crop up with this solution?
Bryan
</pre>
<blockquote type="cite">
<pre wrap=""> etc... Google ITIL...
you may thank me for it.for >
Thanks,
Bill Graboyes
On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger
<a class="moz-txt-link-rfc2396E" href="mailto:ellinger@adi.com"><ellinger@adi.com></a> wrote:
All,
I would like to get started using RT for PM of a
hardware, software integration project. There has been talk
on this list about
using RT for project management. However, I have not
read much about how others are doing it.
For instance, what is the most sensible way to set up
queues? It seems like it might be good to give each group, e.g. SW
engineering, HW engineering, Applications Engineering
etc., their own queue. But how would one determine which
tickets belong to
which of many possible projects? Should each project
have it's own queue instead?
Anyone care to share how they apply RT to their general
PM processes? It would be a big help to me.
Sincerely,
Bryan
Bryan D. Ellinger <a class="moz-txt-link-rfc2396E" href="mailto:ellinger@adi.com"><ellinger@adi.com></a>
Applications Engineer
Applied Dynamics International
3800 Stone School Road
Ann Arbor, MI 48108
734.973.1300 ext. 289
734.668.0012 Fax
<a class="moz-txt-link-freetext" href="http://www.adi.com">http://www.adi.com</a>, <a class="moz-txt-link-freetext" href="mailto:support@adi.com">mailto:support@adi.com</a>
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--
Bill Graboyes
On Assignment At:
Toyota Motor Sales, USA, Inc.
Consumer Portal Delivery
Office: (310) 468-6754
Cell: (714) 515-8312
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