Re: [rt-users] RT for Project Management
Kenn, Thank you for sharing your work. I will check it out. Bryan -Original Message- From: Ken Crocker [mailto:kfcroc...@lbl.gov] Sent: Friday, July 24, 2009 11:41 AM To: ellin...@adi.com Cc: 'William Graboyes'; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT for Project Management Bryan, Another suggestion. WE use AdminCc as the Queue/Project managers. that way, we can assign rights to them that allow them to change ACL for groups using the Queue, re-assigning (steal) tickets, etc. I have a suggested rights list that works for us in giving a basic hierarchy of rights (reduces redundancy, etc.) and explains how some of the rights work together (like CreateTicket, SeeQueue for creating tickets via web). It is attached. We also developed a RT USER Guide for regular users/developers which explains how to use the Query, using Custom Fields, etc. with screen shots. This is all on 3.6.x (Sorry. We're in the midst of testing 3.8.4 on our dev machine). Lots of luck. Kenn LBNL On 7/23/2009 2:36 PM, Bryan Ellinger wrote: -Original Message- From: William Graboyes [mailto:william.grabo...@theportalgrp.com] Sent: Thursday, July 23, 2009 4:36 PM To: ellin...@adi.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT for Project Management Bryan, I've one acronym for you ITIL. It works for supporting huge dotcoms, all the way to small projects. Typically you want queues that pertain to the type of project that is being managed, you can spawn child tickets from parent tickets for use if sending to different groups. Bill, Thanks for your comments. Let's see if I get it. You're suggesting: Set up queues for different types of projects, e.g. expansions, PCI systems, VME systems, Large-scale systems. Set up groups for different business groups, e.g. Sales, Engineering, Field Service The project manager create a top-level ticket, e.g. Build a PCI system for customer X The project manager spawn children from that top-level ticket and assign owners, e.g. Specify IO -- owner: engineering, Unit test -- owner: manufacturing etc. Yes? I checked out ITIL, and it looks like something worth investigating, and possibly integrating with our ISO 9000 program. rt-users, How does this compare to what you are doing? What problems would crop up with this solution? Bryan etc... Google ITIL... you may thank me for it.for Thanks, Bill Graboyes On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger ellin...@adi.com mailto:ellin...@adi.com wrote: All, I would like to get started using RT for PM of a hardware, software integration project. There has been talk on this list about using RT for project management. However, I have not read much about how others are doing it. For instance, what is the most sensible way to set up queues? It seems like it might be good to give each group, e.g. SW engineering, HW engineering, Applications Engineering etc., their own queue. But how would one determine which tickets belong to which of many possible projects? Should each project have it's own queue instead? Anyone care to share how they apply RT to their general PM processes? It would be a big help to me. Sincerely, Bryan Bryan D. Ellinger ellin...@adi.com mailto:ellin...@adi.com Applications Engineer Applied Dynamics International 3800 Stone School Road Ann Arbor, MI 48108 734.973.1300 ext. 289 734.668.0012 Fax http://www.adi.com, mailto:supp...@adi.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http
[rt-users] RT for Project Management
All, I would like to get started using RT for PM of a hardware, software integration project. There has been talk on this list about using RT for project management. However, I have not read much about how others are doing it. For instance, what is the most sensible way to set up queues? It seems like it might be good to give each group, e.g. SW engineering, HW engineering, Applications Engineering etc., their own queue. But how would one determine which tickets belong to which of many possible projects? Should each project have it's own queue instead? Anyone care to share how they apply RT to their general PM processes? It would be a big help to me. Sincerely, Bryan Bryan D. Ellinger ellin...@adi.com Applications Engineer Applied Dynamics International 3800 Stone School Road Ann Arbor, MI 48108 734.973.1300 ext. 289 734.668.0012 Fax http://www.adi.com, mailto:supp...@adi.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT for Project Management
Bryan, I've one acronym for you ITIL. It works for supporting huge dotcoms, all the way to small projects. Typically you want queues that pertain to the type of project that is being managed, you can spawn child tickets from parent tickets for use if sending to different groups. etc... Google ITIL... you may thank me for it. Thanks, Bill Graboyes On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger ellin...@adi.com wrote: All, I would like to get started using RT for PM of a hardware, software integration project. There has been talk on this list about using RT for project management. However, I have not read much about how others are doing it. For instance, what is the most sensible way to set up queues? It seems like it might be good to give each group, e.g. SW engineering, HW engineering, Applications Engineering etc., their own queue. But how would one determine which tickets belong to which of many possible projects? Should each project have it's own queue instead? Anyone care to share how they apply RT to their general PM processes? It would be a big help to me. Sincerely, Bryan Bryan D. Ellinger ellin...@adi.com Applications Engineer Applied Dynamics International 3800 Stone School Road Ann Arbor, MI 48108 734.973.1300 ext. 289 734.668.0012 Fax http://www.adi.com, mailto:supp...@adi.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT for Project Management
-Original Message- From: William Graboyes [mailto:william.grabo...@theportalgrp.com] Sent: Thursday, July 23, 2009 4:36 PM To: ellin...@adi.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT for Project Management Bryan, I've one acronym for you ITIL. It works for supporting huge dotcoms, all the way to small projects. Typically you want queues that pertain to the type of project that is being managed, you can spawn child tickets from parent tickets for use if sending to different groups. Bill, Thanks for your comments. Let's see if I get it. You're suggesting: Set up queues for different types of projects, e.g. expansions, PCI systems, VME systems, Large-scale systems. Set up groups for different business groups, e.g. Sales, Engineering, Field Service The project manager create a top-level ticket, e.g. Build a PCI system for customer X The project manager spawn children from that top-level ticket and assign owners, e.g. Specify IO -- owner: engineering, Unit test -- owner: manufacturing etc. Yes? I checked out ITIL, and it looks like something worth investigating, and possibly integrating with our ISO 9000 program. rt-users, How does this compare to what you are doing? What problems would crop up with this solution? Bryan etc... Google ITIL... you may thank me for it.for Thanks, Bill Graboyes On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger ellin...@adi.com wrote: All, I would like to get started using RT for PM of a hardware, software integration project. There has been talk on this list about using RT for project management. However, I have not read much about how others are doing it. For instance, what is the most sensible way to set up queues? It seems like it might be good to give each group, e.g. SW engineering, HW engineering, Applications Engineering etc., their own queue. But how would one determine which tickets belong to which of many possible projects? Should each project have it's own queue instead? Anyone care to share how they apply RT to their general PM processes? It would be a big help to me. Sincerely, Bryan Bryan D. Ellinger ellin...@adi.com Applications Engineer Applied Dynamics International 3800 Stone School Road Ann Arbor, MI 48108 734.973.1300 ext. 289 734.668.0012 Fax http://www.adi.com, mailto:supp...@adi.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT for Project Management
Bryan, RT (3.x ) is an issue tracking tool, not a Project Management tool. There are no built-in charts and reports for such, as RT lets you devise your own. There are many Project Management (PM) and Portfolio Project Management (PPM) tools out there, they cost a bit of money to either use their system (SaaS/OnDemand) or to get their software installed in house. I believe Project.Net is open-source so they would be a good pick for a total PPM package. @Task is a good one (PPM), but it costs. The PPM software available is also broken up by orientation (ie. IT PPM or Business PPM, etc.). I believe that RT 4.x is headed in that direction. Hopefully, it will be a good competitive product with Project.net @TASK. From what I've seen of RT, I think it will. However, using the RT version we have available, many things will need to be added by you. First, you need to have an idea of what your infrastructure will be. You need to have a WorkFlow process in place for Reviewing approving a ticket initially, the development done for a ticket, and the QA aproval process. This is important because all your work, new Queues, Groups, what work will be in what Queues, what groups have rights to what work/Queues, etc. will be based on that infrastructure/Workflow rules. The scrips you write, both for notifications and for added functionality (like pre-setting ticket owners based on a Custom Field value OR automatically changing the status of a ticket because a ticket was QA approvd, like resolving a ticket does) will all require consistency within that agreed-upon infrastructure. Even the names you give Queues and groups should have a consistency/convention that gives some structure to the whole thing. Once this is done, you will be able to decide what Queues to create, groups of users, rights, what Custom Fields to create for which Queues and how they will be used for ticket processing. The Parent/Child/DependsOn Links that RT allows will easily fit into a simple Query, but trying to get all the due dates of each Parent/Child/DependsOn relationship will require a bit more complicated SQL than you will get with RT Query. So, until you have the infrastructure and workflow processes and naming conventions worked out, it would be hard suggest what you asked for. I hope I didn't go too far in answering your question.;-). Kenn LBNL On 7/23/2009 12:00 PM, Bryan Ellinger wrote: All, I would like to get started using RT for PM of a hardware, software integration project. There has been talk on this list about using RT for project management. However, I have not read much about how others are doing it. For instance, what is the most sensible way to set up queues? It seems like it might be good to give each group, e.g. SW engineering, HW engineering, Applications Engineering etc., their own queue. But how would one determine which tickets belong to which of many possible projects? Should each project have it's own queue instead? Anyone care to share how they apply RT to their general PM processes? It would be a big help to me. Sincerely, Bryan Bryan D. Ellinger ellin...@adi.com Applications Engineer Applied Dynamics International 3800 Stone School Road Ann Arbor, MI 48108 734.973.1300 ext. 289 734.668.0012 Fax http://www.adi.com, mailto:supp...@adi.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT for Project Management
Just a word of warning - I have seen ITIL Gone Wrong, and I'm not sure I've seen a bigger train wreck in my life than the implementation of ITIL at my former employer. ITIL isn't bad. Nor is it a silver bullet. It's a process model for running an IT organization within a business. Regards. -Rob On Thu, Jul 23, 2009 at 3:36 PM, William Graboyes william.grabo...@theportalgrp.com wrote: Bryan, I've one acronym for you ITIL. It works for supporting huge dotcoms, all the way to small projects. Typically you want queues that pertain to the type of project that is being managed, you can spawn child tickets from parent tickets for use if sending to different groups. etc... Google ITIL... you may thank me for it. Thanks, Bill Graboyes On Thu, Jul 23, 2009 at 12:00 PM, Bryan Ellinger ellin...@adi.com wrote: All, I would like to get started using RT for PM of a hardware, software integration project. There has been talk on this list about using RT for project management. However, I have not read much about how others are doing it. For instance, what is the most sensible way to set up queues? It seems like it might be good to give each group, e.g. SW engineering, HW engineering, Applications Engineering etc., their own queue. But how would one determine which tickets belong to which of many possible projects? Should each project have it's own queue instead? Anyone care to share how they apply RT to their general PM processes? It would be a big help to me. Sincerely, Bryan Bryan D. Ellinger ellin...@adi.com Applications Engineer Applied Dynamics International 3800 Stone School Road Ann Arbor, MI 48108 734.973.1300 ext. 289 734.668.0012 Fax http://www.adi.com, mailto:supp...@adi.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT for Project Management
Can anyone point me to a paper or FAQ with tips about setting up a project plan in RT? Best way to use Depends on / Depended on vs. Parent / Child? We do projects that gather a lot of information and are looking at RT for project management and Twiki for document output. Thanks Ed Matthews [EMAIL PROTECTED] Do you Yahoo!? Everyone is raving about the all-new Yahoo! Mail beta. http://new.mail.yahoo.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
