John BORIS wrote: > Jeff, > I was in your boat and one thing I went to was a ticketing system. I > first went to Keystone but then say Tom Limoncelli's book "Time > Management for System Adminstrators" It is a great thing to read and > have on hand.
I have that book and I've read it a few times. (I'm now trying to figure out where I put it to make another pass.) > From that I started using Request Tracker by > Bestpracticals. (RT) www.bestpracticals.com. It handles requests > directly and also via email. You can have your folks send their requests > to an email address and then answer them through RT. Our user support group already runs a ticketing system for end-user support requests (Numara Footprints) and some of the stuff that comes to me comes by way of that project. I already aggressively ask end-users to submit stuff via that helpdesk interface, but I'm less aggressive about doing the same with stuff coming from staff in the IT dept. Do others generally find it advantageous to setup a separate instance of a ticketing system independent of a user support managed helpdesk project or simply use the same one? > I added the Asset Tracker portion and use that for tracking compnents at > my 20 sites I manage. It also has an RTFM section (Frequently asked > questions). > > I run an Intranet Website for my documentation as I started this before > Wikis were invented but have recently started one for the day that I get > hit by that perverbial beer truck and they need something. That's the same approach I'm taking. I'm trying to document to the level that someone that understands the basics of the technology could figure out how we have it implemented. I'm generally not writing detailed step-by-step directions (except for very common procedures and for in-house developed code). I'll then point to other existing references for general information on what the technology does/how it works/etc. As a result this documentation is targeted at others in the department (access to the wiki is restricted to IT staff). We don't have any end-user facing wiki or other significant online documentation > Read Tom's book and you will gain a lot of incite. > > > John Boris > JEN-A-SyS Administrator > Archdiocese of Philadelphia -- Thanks Jefferson Cowart j...@cowart.net _______________________________________________ Discuss mailing list Discuss@lopsa.org http://lopsa.org/cgi-bin/mailman/listinfo/discuss This list provided by the League of Professional System Administrators http://lopsa.org/
