[rt-users] [fwd] Re: Priority notes (from: jesse at fsck.com)

[Jesse]

Luke said I could send this off to rt-users and I think it 
explains a nice, rational way to use the priority system.

        -j

----- Forwarded message from Jesse <jesse at fsck.com> -----

Date: Tue, 10 Jul 2001 17:24:06 -0400
From: Jesse <jesse at fsck.com>
To: Luke Hankins <luke at upromise.com>
Subject: Re: Priority notes
User-Agent: Mutt/1.2.5i


On Tue, Jul 10, 2001 at 02:09:48PM -0400, Luke Hankins wrote:
>This is mainly a description of what has worked for me in  the past.  
> - There are some tickets that will never get done.  It's not reflection on
>   the eptitude of the sysadmins, it's just that we'll never have enough
>   time to do all the little things.  As long as tasks are given the right
>   priority, the right things will get done in the right order.
> 
> - There are 5 levels of Priority:
> 	Low		Minor annoyance, there is a workaround.
> 	Medium		Some annoyance, there is a workaround.
> 	High		Lots of annoyance, there is a workaround.
> 	Critical	Something is partly broken or someone can't do
> 			part of their job.  No workaround.
> 	Fatal		Something is very broken or someone can't do
> 			any of their job.  No workaround.
> 
> - Priorities range from (making up numbers as an example, they can be
>   anything) 1-30 for Low-High tickets 31-40 for Critical tickets
>   and 40-50 for Fatal tickets.  They start at the lowest number in the
>   range and slowly grow to the max.
>  
> - The on-call person is responsible for taking incoming tickets and
>   gifting them with a priority, as well as setting the due dates,
>   merging it with any existing tickets, etc.  This must be done within
>   a set time.  (I've used 8 business hours to good effect.)
> 
> - The on-call person is required to take a crack at all Critical and
>   Fatal tickets that come in on his/her watch.  If it's not within hir
>   ken, it should be handed off to an able person.
> 
> - The on-call person is _not_ responsible for any Low/Medium/High tickets
>   that come in after they have been given a priority.  By defintion, 
>   these tickets have a workaround and thus they can wait.
> 
> - Everyone else is resposible for working their tickets in priority 
>   order and grabbing (or being given by management) more tickets
>   when their queues get low.
> 
> -Luke
> 

-- 
jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

After all, it's not every day you meet up with an evil power
                                               -M. Bulgakov


----- End forwarded message -----

-- 
jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

They'll take my private key when they pry it from my cold dead fingers!