train:rtq

Differences

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

Link to this comparison view

Both sides previous revision Previous revision
Next revision		 Previous revision
train:rtq [2025/06/05 14:23] – Braydn Roslingtrain: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/]]__ 
-How To Use RT Queue\\ + 
-Go to [[http://rt.umbc.edu|rt.umbc.edu]]\\ +===== Ticket Interactions ===== 
-Log into your UMBC account\\ + 
-Click the "Create new ticket" button in the top right\\ +**Reviewing RT Queues** 
-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 the large text box write a full description of the problem\\ +Each RT Queue should be reviewed every 2-3 business days to identify new and open tickets. 
-The description should include as much information as possible including what happened before the problem occured and screenshots or pictures if applicable\\+ 
 +**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}}
  
-{{:train:capture.png?400|}} 
  
-{{:train:capture.png?1400|}}