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USENIX Tenth System Administration Conference (LISA '96)

RUST: Managing Problem Reports and To-Do Lists

Craig Ruefenacht
University of Utah


Organizing and managing to-do lists and user reported problems efficiently are important tasks for system administrators. The overhead of organizing them involves time. As the to-do list and problem reports increase, so does the time required to organize and maintain them. Without an effective method of managing these lists, important issues may be ignored and forgotten.

This paper describes our experiences in evaluating and implementing problem and work tracking software. Initially, we examined and tested currently available software. We found, however, that they poorly addressed some problems facing our computing facility. We therefore designed and implemented a ticket system that would best fit the needs of our network.

View the full text of this paper in ASCII (39,611 Bytes) and POSTSCRIPT (511,835 Bytes) form.

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