Does Anyone out there use RT for Change Management?

Hi All,
I was wondering if anyone out there was using RT for IT Change
Management and if so:
1.) How is it working out for you?
2.) Any helpful hints or a description of your setup.

If not, is there any other tracking system that would work better for
tracking, approving, and notifying changes (server configurations, etc)

TIA,
Steve

Steve OBrien wrote:

Hi All,
I was wondering if anyone out there was using RT for IT Change
Management and if so:
1.) How is it working out for you?
2.) Any helpful hints or a description of your setup.

If not, is there any other tracking system that would work better for
tracking, approving, and notifying changes (server configurations, etc)

Yea, we use it for that. Among lots of others things, the IT queue is only
one of many in our RT setup. Works great.

“Helpful hints” is rather vague, and I can’t think of anything specific to
IT change management in that area. Our platform is Linux and mysql for the
backend, with postfix and cyrus imap doing email duties. I’m not sure the
setup of our RT would be very helpful, since every company is quite
different and requires radically different RT configs.

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
– ============================

Hi All,
I was wondering if anyone out there was using RT for IT Change
Management and if so:
1.) How is it working out for you?
2.) Any helpful hints or a description of your setup.

If not, is there any other tracking system that would work better for
tracking, approving, and notifying changes (server configurations, etc)

TIA,
Steve


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Hi Steve,
We use it in that manner. CM queues have custom fields for endorsement
and approval.
Tickets cannot be resolved until the CM process is complete.
Users generally have custom searches for tickets awaiting approval.
It works for us because people are vigilant in getting it done.

Lachlan

Steve,

Yes we do. We have a process that forces a ticket to be reviewed and 

approved in a single Queue before it is moved to one of 30 other queues
where the work will be done. We then have a “QA WorkFlow” process that
enforces the concept of “QA/Acceptance Testing & Approval” by someone
/other/ than the ticket owner. In total, we have over 100 queues and ALL
of them have some form of QA testing. We are now looking into
integrating version control (into PVCS) when a ticket is resolved.
That’s because we are still in 3.6.4. I believe 3.8.2 has version
control with subversion built-in. At any rate, that’s what we have so
far. I’d love to field any questions you have.

Kenn
LBNLOn 4/21/2009 4:06 PM, Steve OBrien wrote:

Hi All,
I was wondering if anyone out there was using RT for IT Change
Management and if so:
1.) How is it working out for you?
2.) Any helpful hints or a description of your setup.

If not, is there any other tracking system that would work better for
tracking, approving, and notifying changes (server configurations, etc)

TIA,
Steve


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

If you install the Asset Tracker extension then not only can you
track/approve changes, but you could have those changes linked to an
asset representing the hardware/software being changed. This is handy
for viewing all changes for a particular item.On Tue, Apr 21, 2009 at 7:06 PM, Steve OBrien steve.obrien@hdesd.org wrote:

Hi All,
I was wondering if anyone out there was using RT for IT Change
Management and if so:
1.) How is it working out for you?
2.) Any helpful hints or a description of your setup.

If not, is there any other tracking system that would work better for
tracking, approving, and notifying changes (server configurations, etc)

TIA,
Steve


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com