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'Issue Tracking' and GTD help required.


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?


cornell's picture

Hi Frank. As you imply,...

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.

As far as doing planning for each ticket, your tracking system probably has a notes section where you can sketch out the steps that come to mind, i.e., check the router, verify correct version installed, interview customer to ask __,...

Hope that helps! I'd like to hear what you end up doing.




An Oblique Strategy:
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