====== OBS RT Tickets Guidelines ======

__[[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

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