Automated System Monitoring and Notification With Swatch
LISA '93 Proceedings of the 7th USENIX conference on System administration
Organizing the Chaos: Managing Request Tickets in a Large Environment
LISA '99 Proceedings of the 13th USENIX conference on System administration
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This paper discusses work initially done for SRI International's Information, Telecommunication, and Automation Division (ITAD). ITAD's computer facility staff originally implemented a work tracking system to avoid the embarrassment of discovering that some important user problem had been brought to their attention and then entirely forgotten. Over the years, the system also began to address more complex tasks, and is now used to deal with some problems before users report them, to better communicate with the users about the amount of work being done, and to get those minor housekeeping chores that kept accumulating done at last. This paper explains how.