Only successful tracking of calls or issues posted by an
employee or customer can lead to satisfactory and timely solution. In a typical
situation, its likely that an issue is not handled at the first point; instead
it is escalated and the re-escalated. Want to track an escalating issue?
IssueTracker bundled with PCQLinux 2006, allows one to track with whom the issue
is with and what is the status of the issue-whether it is waiting, closed and
Installation and setup
During the PCQLinux installation, on the package selection screen, make sure that you select the Servers>Web Server and PCQLinux Specials>
mysqladmin -u root -p create
|The administration console of Issue-Tracker provides a starting point to set up all aspects of tracking issues in your organization|
When prompted, supply the password that you had set for the
root MySQL user. Change to the directory /var/www/html/issue-tracker/setup and
mysql -u root -p
issue-tracker < schema.mysql
mysql -u root -p issue-tracker < indexes.sql
mysql -u root -p issue-tracker < data.sql
When prompted for password, supply the MySQL's root user
password. Next, open the file named config.php, lying in the directory /var/www/html/issue-tracker/conf,
in a text editor and modify the database configuration parameters as follows:
$db = array(
"type" => "mysql",
"host" => "localhost",
"port" => "",
"name" => "issue-tracker",
"user" => "root",
"pass" => "pwd"
IssueTracker is used by RedHat-the makers of RedHat Linux
distributions-to track issues and bugs
|IssueTracker is used by RedHat-the makers of RedHat Enterprise Linux distribution - to track issues and bugs|
Substitute pwd with the MySQL root user's password. You may
also like to modify the lines defining the _ADMINEMAIL_, _EMAIL_, _TITLE_ and
_COMPANY_ as per your preference. Browse the URL http://localhost/issue-tracker
and you should be greeted by the Issue racker's login page.
Build your Helpdesk
Before you begin to work with the IssueTracker, you need to create your technical support team. The team members should belong to various groups. If you have different product or service offerings, you might have different teams for different products. You can create groups and subgroups of your users and assign them to various combinations of products. Then, you can set up what each team member can do and how they can escalate or assign issues to other members. You can also choose to move an issue to a different support group. When all is done, you mark the issue as 'closed'. When assigning a support call, you would set up a duration (in days) for that issue to be resolved or escalated in turn. The system tracks this period and shows group and user-wise performance as a running display on the welcome page.
Login as the 'admin' user. The default password is 'demo'.
Click on the Administration link at the top right of the page and under the
'Product Management' group, click on 'New Product'. Enter the name of the
product, PCQLinux 2006, and click on the 'Create Product' button. Repeat for
each product or service your company offers. Now, click on the 'New Category'
link under 'Category Management'. This can either be the categories of the
products/services you offer (software) or of the type of support call being
answered (premium and partner). Click the 'Create Category' button and repeat
for each product and call type.
We are using one economic solution with your PCQLinux2005 distro (with SP1) for RAID0 setup where we wanted performance instead redundancy. This is purely software RAID0 setup using 4 x 300 GB SATA HDD and we are getting 1.1 TB of space with ~220 MB/sec speed. We are also using Software RAID1 setup for redundancy using RHEL4. It is also serving our purpose nicely. V.VenkataSubramani, National Centre for Radio Astronomy, Tata Institute for Fundamental Research, Pune
Next, you would need to create different types of statuses
for the issue. Some come pre-configured, however, you can add more if you want.
To do this, go to the 'Status Management' category.
The administration console of Issue-Tracker provides a
starting point to set up all aspects of tracking issues in your organization.
Next, you need to create both users and user groups. Either you can make a user
group first and then users, or you make the users and then the group and add the
users to those groups. Let's create the users first. Go to the 'User Management'
module and click on 'New User'. Enter the username, first name, last name and
e-mail address for each user. You can create up to 10 users in a single shot. If
they are normal tech-support employees, check on the Employee option. If they
are of supervisor or above cadre, select Admin. A user can be both an Employee
as well as Admin. We created three users: Techsupport1, Techsupport2 and
TechAdmin. TechAdmin was an 'admin' user, while the other two were of type
Employee. Next open each user from the 'User Management' screen and go to the
'Permissions' link there. Select to let the users 'update status', otherwise,
your support team members cannot close or escalate issues.
Now go to 'Group Management' and add new groups, one for
each of your support teams. We made two groups: PCQLinux and PCQMag. Except for
the name, you need not fill in anything else on the creation form. Back in the
'Group Management' screen, click on each group in turn and then the 'Add/Remove
Users' link on top. Select the members for this team from the left-side box and
clickon'Udate Users' (this will go to the right side). Note that a bug in this
will not allow you to de-select an item once you have clicked on it and if you
click on Update button now, it will move to the other box. When you're done,
click on the group's name on the gray bar on top and then on the Permissions
link. You will find a table of users and associated permissions here. This is
where you assign who does what on your support team. The 'Group Administrator'
gives them the right to access all issues and assign them to other members and
Technician lets them answer queries. Select the permissions as appropriate
(Techsupport1 and Techsupport2 get Technician and TechAdmin gets 'Group
The basic setup of Issue Tracker is complete. Feel free to
add other information as you might find necessary. All passwords are sent to the
respective user's e-mail IDs. Create another user now for use as a 'client' and
submit issues. You will notice that your Technician and 'Group Administrator'
users can see and respond to it.