[rt-users] RT for Project Management

[Ken Crocker]

Bryan,

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.
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).
Lots of luck.

Kenn
LBNL

On 7/23/2009 2:36 PM, Bryan Ellinger wrote:
>> -----Original Message-----
>> From: William Graboyes [mailto:william.graboyes at theportalgrp.com] 
>> Sent: Thursday, July 23, 2009 4:36 PM
>> To: ellinger at adi.com
>> Cc: rt-users at lists.bestpractical.com
>> 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.
>>     
>
> 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
>
>   
>>  etc...  Google ITIL... 
>> you may thank me for it.for > 
>> Thanks,
>>
>> Bill Graboyes
>>
>>
>> On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger 
>> <ellinger at adi.com> 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 <ellinger at adi.com>
>> 	Applications Engineer
>> 	Applied Dynamics International
>> 	3800 Stone School Road
>> 	Ann Arbor, MI 48108
>> 	734.973.1300 ext. 289
>> 	734.668.0012 Fax
>> 	http://www.adi.com, mailto:support at adi.com
>> 	
>> 	
>> 	
>> 	
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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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