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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?


Antemeridian's picture

Yes, they are sort of...

cnf;8828 wrote:
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.

Hi Frank,

Seems to me like this would be a good spot to use a checklist. Basically, make a checklist of all the actions required to complete the standard ticket, perhaps add a few extra iterations for those tickets that may require it (extra cycles of test solution X, wait for feedback from customer, etc.) and then you can use that as a basic template. Fill in notes and dates/times for each of the steps on these, and then make it a habit to monitor these forms.

Just a few thoughts,





An Oblique Strategy:
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