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
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
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
Kevin released SimpleTicket internally for bug testing on Friday. We found a number of fairly significant bugs as well as one major usability issue. The bugs are basic and should present very little delay in release (they are more tedious than anthing else). The usability issue is a different story. There is one solution that should allow immediate release, but if that does not work we may be looking at another week or so for release.
At the end of the day (don’t you hate that saying), I won’t be super excited about SimpleTicket until it offers:
- RSS Feeds for Ticketing and Alerts
- Ability to tag tickets by endusers and engineers
- Stats on tickets and engineers
These should be offered by the end of January I hope!
January 1, 2006 |
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Tags: SimpleTicket , Open Source , Trouble Ticket , New Feature , RSS , Tags , Bugs , News | Bookmark on del.icio.us | Digg It
We have decided to release the code of SimpleTicket this week without the following features:
- tagging
- RSS feeds
- scheduling
- statistics
Each of these features are key to the success of the project and they will be added by the end of January, but we wanted to get the basic code out there as soon as possible. These features were causing the delay in releasing the code (at least that is our story). Anyway, keep your fingers crossed that the code will be up on SourceForge by the end of the week. WOOT!
December 27, 2005 |
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Tags: SimpleTicket , Open Source , Trouble Ticket , New Feature , RSS , Tags , News | Bookmark on del.icio.us | Digg It
