DoIT has contracted to have RT's vendor support provide a performance review as the growth of RT over the last 5 years has impacted our day to day use.
Just to provide some background for the last 5 years to highlight the growth.
2009 - 50 queues and @ 100 support staff 19,985 tickets Calendar 2009
2014 - 225 queues and 612 support staff 83,774 tickets for Calendar 2013
In the last 6-8 months DoIT has migrated the database and web servers to newer equipment as that was also 5 years old.
In the last 3-4 weeks our vendor has made several recommendations. Most recommendations were related to OWNER access within RT, which was fairly wide open. Many of you have noticed that the number of folks who can actually be assigned a tickets ownership has been reduced to those who have been resolving the tickets. To ensure the access for those in the specific departments remained adequate I have added a secondary access for them which provides all access minus own, take, or steal. I am more than happy to sit down with RT administrators in each of your areas and go over this in more detail.
The last 2 components recommended are to adjust some system parameters within the RT config area and to increase the number of cpu's for the web server. Both of these items will require RT Downtime.
Part 1 - adjust RT system configs will occur tonight 7-21-2014 at 10pm. The outage in expected to be less than an hour and most likely 10 minutes.
Part 2 - add CPU to the web server is being explored now and I will provide an update as soon as I know more.
The goal is to get us as ready as possible for the Fall 2014 opening.
Thanks to everyone for the feedback, cooperation, and willingness to work with us on these type of challenges.
Joe Kirby
Just to provide some background for the last 5 years to highlight the growth.
2009 - 50 queues and @ 100 support staff 19,985 tickets Calendar 2009
2014 - 225 queues and 612 support staff 83,774 tickets for Calendar 2013
In the last 6-8 months DoIT has migrated the database and web servers to newer equipment as that was also 5 years old.
In the last 3-4 weeks our vendor has made several recommendations. Most recommendations were related to OWNER access within RT, which was fairly wide open. Many of you have noticed that the number of folks who can actually be assigned a tickets ownership has been reduced to those who have been resolving the tickets. To ensure the access for those in the specific departments remained adequate I have added a secondary access for them which provides all access minus own, take, or steal. I am more than happy to sit down with RT administrators in each of your areas and go over this in more detail.
The last 2 components recommended are to adjust some system parameters within the RT config area and to increase the number of cpu's for the web server. Both of these items will require RT Downtime.
Part 1 - adjust RT system configs will occur tonight 7-21-2014 at 10pm. The outage in expected to be less than an hour and most likely 10 minutes.
Part 2 - add CPU to the web server is being explored now and I will provide an update as soon as I know more.
The goal is to get us as ready as possible for the Fall 2014 opening.
Thanks to everyone for the feedback, cooperation, and willingness to work with us on these type of challenges.
Joe Kirby
