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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?


andyc's picture

I think there are two...

I think there are two approaches.

1) Ticketing System as Inbox. This works for me; something like 10-20% of my work happens within the ticketing system, and probably another 10-20% informally so by assisting the "real" ticket owner. I have a bunch of IMnnnnnnn projects in my system where each one is an Incident in the ticketing system.

2) Ticketing System as THE System, or at least a parallel system. This might work if most of your work comes from there, so you're naturally looking at the ticket system most of the time. You can apply GTD principles to working within the sytem (reviews, NAs, contexts) but just keep a small supplementary (analog?) system for the things that don't fit.





An Oblique Strategy:
Honor thy error as a hidden intention


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