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
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.
I would like to find out if it's possible to provide a web
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
solutions on google and cannot pin point anything that meets my
Have any of you come across an Open Source project which you
feel may be
worth my while looking into?
Thanks in advance,
Date: Wed, 17 Jul 2002 15:44:06 +0100
From: Chris Higgins firstname.lastname@example.org
To: "Dermot Beirne" Dermot.Beirne@exel.com
Cc: email@example.com, firstname.lastname@example.org
Subject: Re: [ILUG] Online task management
On Wed, Jul 17, 2002 at 03:44:06PM +0100, Chris Higgins wrote:
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
over time if that sort of thing would suit your setup.