Differences

This shows you the differences between two versions of the page.

--- train:rtq [2025/06/05 14:01] – created Braydn Rosling
+++ train:rtq [2025/06/23 14:47] (current) – Sam Silva
@@ Line 1: / Line 1: @@
-RT Queue
+====== OBS RT Tickets Guidelines ======
-The RT Queue is how all issues within the observatory are tracked. If something is ever not working or is having issues a ticket for it should be created in RT Queue\\
+__[[https://rt.umbc.edu/]]__
+===== Ticket Interactions =====
+**Reviewing RT Queues**
+Each RT Queue should be reviewed every 2-3 business days to identify new and open tickets.
+**Ticket Ownership**
+Tickets should be assigned/taken within 2-3 business day of their submission.
+  * **Taking a ticket.** Any member of the Observatory is that’s able to act on tickets should claim “ownership” of a ticket if and only if they are able to work substantively on that ticket.
+  * **Assigning a ticket. **Coordinators can also assign tickets directly to specific members of the Observatory
+  * **Stealing a ticket. Perhaps if the original owner is not available or otherwise unable to answer the ticket in the timeframe described in this document, it is appropriate for a member of the observatory to “steal” ownership of a ticket.**
+**Stalling Tickets**
+Tickets can be "stalled" if:
+  * The ticket "depends on" another ticket
+  * Additional information has been requested
+**Resolving Tickets**
+Tickets can be “resolved” if:
+  * **“open” or “new” ticket.** The original issue has been fully addressed, and the requester has been notified. Ensure there is a record of both in the ticket.
+  * **“stalled” ticket.** Additional information was requested, but there has been no response for at least four business days. Explain this and ask the questions again when resolving the ticket.
+===== Responses and Timing =====
+  * **Initial Contact (New/Transferred Tickets): Within 2 business days, notify the requestor. Confirm that it’s in the right RT queue, clarify the request, ask necessary questions, and assign/take the ticket.**
+  * **Resolution**: While there is no timeline on a ticket resolution, be mindful of ticket correspondence becoming circular or not being constructive. Discuss with your Coordinator on the best way to proceed in these cases, maybe a synchronous meeting or another type of communication is warranted.
+  * **Updates**: The Observatory should act on a ticket at least every two business days, unless discussed with a supervisor. This can be substantive work or a simple “We’re still working on this” message, so long as such messages are accompanied by an estimated resolution time or next steps.
+**Ticket Information and Messages**
+  * Any substantial time or effort spent on tickets should be documented in the ticket
+  * Strive for concise, clear communication. Remember that many faculty/staff/students are not native English speakers. Avoid idiomatic phrases and complicated sentences when possible. The clearer we communicate, the faster we can work to a meaningful resolution.
+===== RT Queue =====
+The RT Queue is how all issues within the observatory are tracked. If something is ever not working or is having issues a ticket for it should be created in RT Queue
+**How to Use RT Queue**
+  * Go to [[https://rt.umbc.edu/]]
+  * Log into your UMBC account
+  * Click the "Create new ticket" button in the top right
+  * Under "Basics" select "Queue" and set it to "CSST-Observatory"
+  * Under "Create a new ticket in CSST-Observatory" in "Subject" write a short quick description of problem, then under it in thelarge text box write a full description of the problem
+  * The description should include as much information as possible including what happened before the problem occurred and screenshots or pictures if applicable
+{{:train:capture.png?1400}}
-How To Use RT Queue
-go to rt.umbc.edu