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'Issue Tracking' and GTD help required.
cnf | Apr 4 2007
Hi, I started geting into GTD a while back, and it has been fun :) I am however having trouble managing part of my workload... My job consists in part of 3rd tier support for a telecom company. We have an internal issue tracker for this purpose. What I am finding hard is integrating these issues into my GTD system. Right now I have a lot of "NIT#1234 [Customer trigram]" in my kinkless GTD, and this just doesn't work right... Anyone here in customer support, and if so how do you integrate it into your GTD system? Frank 8 Comments
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 Hi Frank. As you imply,...Submitted by cnf on April 5, 2007 - 4:41am.
cornell;8818 wrote: Hi Frank. As you imply, you need to pull out appropriate next actions from the tracking system. However, they have to be "real" next actions, i.e., at the right level of granularity. So "check tracking system" is not a good NA. A better one might be "finish ticket #23". However, I suspect each ticket is probably a project, not just an action, i.e., involving multiple steps. In that case, you need to pull out at least one next action from the ticket and put *that* in your system. If you want to make progress on multiple tickets, pull out an action from each. Yes, they are sort of projects. Though what I am finding, is that a lot of the actions are the same. "wait for customer feedback", "check logs on machine" etc. So I end up with a list of next actions that are all the same. I tried being more specific in my next action description, but I found that I waste a lot of time trying to be more descriptive without describing the problem again in every step. cornell;8818 wrote:
Nope, no "notes" section. atm, it's just an old bugzilla. So I am trying to juggle between short next actions, that all sound the same and require me to check the description for every project every time, and wasting time thinking of more elaborate and descriptive next actions. Mix that with my other projects and it becomes a jungle. Frank » POSTED IN:
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