The conference call was short today.
- Reviewed the need to send out notices of conference call each week via the mailing list.
- Tickets are coming in on Collaboa.
- We are letting the code flow in and developers are adjusting their code to the source server for their work (new code is added every other day at this point).
- Next release scheduled for May 1st (to include RSS, tags, security, and overall Rails clean-up)
- Rodrigo talked about improving performance of SimpleTicket by dividing processes for mail.
- The SMU team is working on 1. customer value analysis, conjoint analysis, and preference product map.
March 22, 2006 |
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Tags: SimpleTicket , RSS , Tags , Rails , simpleticket , ruby , collaboa , smu | Bookmark on del.icio.us | Digg It
Our repository was originally setup for internal development with the understanding it would be open source. We deployed Subversion 1.2 and Trac, which was great internally, but not so hot when we opened the source and developers started asking for commit access. In order for developers to hack, patch, and adapt SimpleTicket within the repository we will be updating the server.
First we will be upgrading Subversion from 1.2 to 1.3. Subversion 1.2 only allows for read, write, and anonymous permissions. This would allow for rogue commits and restrict us from giving someone their own branch. After a little digging, we found that using WebDAV or upgrading to 1.3 allows us to set path-based permissions on the repository. As such, please note SVN access will be unavailable for a period of time when we upgrade to 1.3.
We also ran into Collaboa, a Rails based application for SVN repositories and developer collaboration. Among other features, Collaboa provide RSS feeds for changesets which means you’ll see what we’re doing.
If you’d like to help us test this setup before it goes live, please leave a comment.
February 13, 2006 |
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Tags: SimpleTicket , RSS , Ruby on Rails , subversion , collaboa , commit , svn , feeds | Bookmark on del.icio.us | Digg It
The interest in SimpleTicket has been somewhat greater than we expected. The number of downloads in a week is a little overwelming and the reaction while generally positive has caused us to dedicate more Architel resources to the project. What are we doing? Well starting tomorrow, Giorgio Maone will be focused on three efforts:
- Rails-ification of the existing source code (i.e. cleaning it up so Grandma would be proud)
- Addition of RSS notifications for clients and engineers
- Addition of Tags to posts to assist with the development of the search feature
Giorgio has been working on several Big in Japan tools and is better known for his development on the Mozilla Firefox browser. He also is well known for FlashGot, his Mozilla/Firefox/Thunderbird extension (more than 13 millino downloads to date). The extension was a Softpedia 5/5 Pick!
February 8, 2006 |
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Tags: SimpleTicket , RSS , Tags , Rails , Architel , Biginjapan , simpleticket , rubyonrails , ruby , bij , firefox , mozilla , flashgot , thunderbird , softpedia , giorgiomaone | Bookmark on del.icio.us | Digg It
The Big in Japan team built a simple tool called InstantRSS. The tool allows you enter an XML web feed (RSS or atom) and receive the feed via your IM client (Jabber, AIM, Google Talk and so on). Here is my thought. We mashup that tool with SimpleTicket - techs can get feeds for alerts (i.e. old tickets - unopened after 30 minutes or not viewed within 12 hours.
We could also offer users the option to receive updates on their ticket via IM. Each time an engineer updated their ticket they would get an IM message from SimpleTicket. This should be easy enough to do manually, I would like to see it baked in. Thoughts?
January 20, 2006 |
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Tags: SimpleTicket , RSS , atom , AIM , InstantRSS , Biginjapan | Bookmark on del.icio.us | Digg It
SimpleTicket was written specifically for one company (Architel) who has very specific needs. I thought it might be helpful to describe our workflow to help you understand how SimpleTicket was designed. Agree?
First, it is important to realize that we have help desk technicians who can remotely resolve 3-10 issues for end-users per day. Endusers contact us by creating a trouble ticket in our system and our help desk technicians see these new ‘PENDING’ tickets. Our objective is to have each ticket addressed within 15 and 20 minutes. To address a ticket an engineer changes that status to ‘OPEN’ and determines how to proceed. If the ticket requires additional information from an end-user that ticket is placed back in the ‘PENDING’ que, but is identified as ‘CONTACTED’
In the meantime end-users are receiving emails indicating that we have opened their ticket and that we are working on the issue. Assuming we had to leave you a voicemail, we send you another email indicating we called and asked you to update the ticket yourself with the required information or to simply call us back.
Second, assuming that our ‘contacted’ end-user was able to reach the instigating engineer he could detail the various issues that face the him. If possible he attempts to resolve the issue immediately from his nice cosy chair in the NOC. If he can, he notes this in the ticketing system and closes the ticket. Next the enduser recieves an email indicating that their issue as been resolved and that their ticket is now closed (giving instructions for reopening it if necessary). 80% of the time this is the workflow. But in 20% of the cases we must dispatch an engineer to the client location to resolve the issue. The ticket is then moved into the ‘SCHEDULE ON-SITE’ que. Our engineers then visit the site, resolve the issue and then close the ticket.
Workflow Part I Diagram:
January 6, 2006 |
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Tags: SimpleTicket , Open Source , Trouble Ticket , RSS , Tags , Rails , Architel , IT Support | Bookmark on del.icio.us | Digg It
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