From: "Dermot Beirne" Dermot.Beirne@exel.com
Date: Wed, 17 Jul 2002 15:34:20 +0100
Subject: [ILUG] Online task management
I have a work issue and a theory as to a solution, but am
having difficulty
finding it!
The problem:
Our systems support team are constantly being pulled from task
to task at
very little notice. Everyone thinks that their problem is worse
than the
next person, etc, etc. Anyway, instead of us acting as the
go-between for
various users trying to book our time over someone else, I would
like for
the users to prioritise the tasks between themselves and we just
respond to
the next task on the list.
The theory:
I would like to find out if it's possible to provide a web
based interface
with a list of tasks for the system team. This interface would
show what
each task is, who requested it, it logged time and response time,
etc.
Then, if UserA had a task in the list, and UserB wanted his/her
task done
first, UserB could simply click on the task(s) ahead of them in
the list
and get contact details of the people who logged calls ahead of
them (e.g
User A), and negotiate among themselves to reprioritise the
tasks.
The task would then reshuffle on our list to reflect the
change and we'd
have had no involvement in this.
This may seem strange to some of you, and you probably think
that we should
be able to manage our own schedules properly and avoid this
conflict, and
that users would never use or accept such a system, however, it's
just a
theory that I'd like to have a look at.
I've looked at various online calender and time management
open source
solutions on google and cannot pin point anything that meets
my
"requirements"
Have any of you come across an Open Source project which you
feel may be
worth my while looking into?
Thanks in advance,
Dermot
Date: Wed, 17 Jul 2002 15:44:06 +0100
From: Chris Higgins chris.higgins@hts.horizon.ie
To: "Dermot Beirne" Dermot.Beirne@exel.com
Cc: chris.higgins@hts.horizon.ie,
ilug@linux.ie
Subject: Re: [ILUG] Online task management
Date: Wed, 17 Jul 2002 19:16:38 +0100
From: Niall Brady bradyn@maths.tcd.ie
To: Chris Higgins ilug@linux.ie
Subject: Re: [ILUG] Online task management
User-Agent: Mutt/1.3.25i
On Wed, Jul 17, 2002 at 03:44:06PM +0100, Chris Higgins wrote:
> http://fsck.com/projects/rt/
Yep, I'd second that
* fairly easy to get running
* web/command-line/email interfaces
* multiple trouble queues under one RT instance
* provides a complete tracking history (ticket
owner, time worked etc. etc.)
* provides a comment facility, for discussing work
among colleagues on a particular project/queue,
without involving the client who posed the question
* easy to rig so a senior manager or the like can view
tickets, but not modify them. This can be a useful
political tool for some situations, if they want to
keep track of work being carried out, without hassling
the workers involved.
There's a couple of add-in modules for escalating ticket
priorities etc.
over time if that sort of thing would suit your setup.
--
Niall