Chris's Wiki :: blog/sysadmin/BusySysadminProblem Commentshttps://utcc.utoronto.ca/~cks/space/blog/sysadmin/BusySysadminProblem?atomcommentsDWiki2011-08-30T20:36:17ZRecent comments in Chris's Wiki :: blog/sysadmin/BusySysadminProblem.From 68.204.84.80 on /blog/sysadmin/BusySysadminProblemtag:CSpace:blog/sysadmin/BusySysadminProblem:f020f460b3dc34034f2c04105dee4933379b75bdFrom 68.204.84.80<div class="wikitext"><p>We have a trouble ticketing system that allows for a ticket to be broken out into subtasks. This is perfect for tracking more long-range project work. </p>
<p>Also, we have reports and notifications of problems going to our ticketing system. This means that if a report requires manual review and intervention (check backup logs for failed jobs, check filtered syslog or spunk for "known problem" or anomalous messages) there is a paper trail, which can be shown to the audit folks and bean counters, to show that X item was indeed taken care of because some particular person signed off that it was reviewed or corrected.</p>
<p>Also, when you say that some of the smaller tasks normally stored in a ticketing system are those that should be automated, a ticketing system is a great way to keep track of those issues as well. Instead of closing the ticket with "disk full. Cleaned files", close it with "disk full. Implemented script to clean files and added weekly cron entry."</p>
</div>2011-08-30T20:36:17Z