Managing AWS Reservations with Request Tracker Assets

Photo by Christian Wiediger Unsplash.

Want to use AWS reservations to save money, but have trouble matching your reservations to your EC2 servers? Or maybe you want to spread out your reservations, but need an easy way to get a list of servers that currently don't have a reservation? AWS reporting doesn't currently make this possible, but Request Tracker’s asset system can.

Understanding AWS Reservations

If you run services like EC2 and RDS on AWS, you probably know that there are several levels of pricing based on how long you can commit to using the services. On-demand is the most flexible because you can deprovision it at any time, so it's also the most expensive. If you can commit to a longer term, like a year or more, you can sign up for "reserved instances" and get a lower price.

When you sign up for these reservations, AWS asks for a bunch of information about the servers you are committing to. These are details like the region, the type of server (t3.medium, etc.), and the platform (Linux, etc.). For the reservation to get credited on your bill correctly, all of the reservation information must match up with your running servers.

When you start running more than a few services, tracking all of this information to make sure your reservations are being used can become a challenge. AWS has a utilization report that will tell you in aggregate if your reservations are being used or not. But this report doesn't connect specific EC2 or RDS instances with a reservation. This can be good if you remove an instance and then create a new one because the reservation will transfer. But if you want to review all active services and figure out which reservations are being used where, the AWS reporting doesn't provide that.

RT Asset Tracking

RT's asset tracking system is designed to record this kind of information, so we decided to start tracking our AWS resources and reservations in RT to help us match the two together.

To start, we needed to get the AWS assets created in RT. AWS has extensive APIs to access information about your resources, so we created a utility to fetch data about EC2 and RDS instances and create an asset record for each. We put all of these in one catalog called "AWS Resources".

Next we wanted to track our purchased reservations. We created a new catalog called "AWS Reserved Instances" to track those, since they aren't really the same thing as an EC2 or RDS instance. We also wanted to track different asset details on reservations, like start and end dates. Reservations also have "states" in AWS, so we were able to map that to the asset status and create a custom asset lifecycle with all of the AWS state values like "pending payment", "active", and "retired".

Once we had all of the information sync'd from AWS, we could start making sense of it. We started by creating some categories of assets using a few saved searches. We put them all in a dashboard like the one below so we could see what we had.

AWS asset dashboard in Request Tracker

Assigning Existing Reservations

The first thing we wanted to do is connect reservations with a matching resource. This mapping is very useful for tracking what we have purchased, but it just doesn't exist in the AWS interface.

Assets have links, similar to tickets, so we decided to link each resource asset with a reservation asset. To make that easy, we created a saved asset search called "Unlinked AWS Reservations", which is the third search above. This is all reservations without a linked asset, which at first was all of them.

In the search results, we added a custom column called "Link to Resource". Each reservation in the results then had a link to a new page that showed all AWS assets (EC2s, RDSs) that matched the details of that reservation. So a reservation for an EC2 t3.medium in us-east-1 would show all matching EC2 assets that also were not linked yet. This is important, because we need to make sure our linking aligns with the AWS rules for counting reservations in our bill.

To link them, we pick one from the list and click Link. We worked through all of our existing reservations until all were linked and our "Unlinked AWS Reservations" was empty.

Buying New Reservations

In our case, we didn't have a reservation for every AWS asset, so when we were done linking, our "EC2 Instances without Reservations" and "RDS Instances without Reservations" still had some assets. These two lists now became our shopping list for new reservations.

The tricky part about reservations is you need to manually fill out all of the fields in the AWS interface. If you get any fields wrong, your reservation won't match an existing resource and you'll end up paying for the unused reservation.

Previously we would keep an EC2 or RDS AWS console page open in one browser window, then open another browser window with the “buy” form, and carefully check every value. This was tricky because the values are at different locations all over the EC2 and RDS pages.

With our new asset searches, we modified the search layout to show all of the information needed to buy a reservation, and we put the values in the same order as the reservation form. This makes it much easier to buy new reservations with less stress.

We used this process to buy some new reservations now that we could easily see what was needed. Then we re-ran our import utility and the new reservations showed up in "Unlinked AWS Reservations". We followed the previous process and got them all linked until we had the coverage level we wanted.

Expiring Reservations

When you buy a reservation, you commit to some term, like 1, 2, or 3 years. Based on what you picked, the reservation record will have a duration. We use that duration to figure out the reservation end date and store that on the asset. This information helps populate the top two searches on our dashboard, "Recently Retired AWS Reservations" and "Expiring AWS Reservations".

The first is reservations that are now retired, so assets that previously had a reservation are no longer covered. That means our bill just went up and we need to buy a new reservation to get savings for another year.

To help plan ahead, "Expiring AWS Reservations" looks ahead 60 days to let us know which ones will be expiring soon.

Using these two searches, we can plan to buy new reservations at regular intervals. We can also watch the EC2 and RDS searches to see any new instances that might be added.

Connecting AWS with Your Business

The visibility we gained from linking the reservations was a huge win for us and saved a bunch of time we previously spent trying to understand what systems had reservations and where more were needed. But now that we have AWS asset records in RT, we can do even more. We can link them to customer tickets, link them to change management activity, and link them to sales and contract activity which is also tracked on tickets. Our AWS resources are now integrated into all of our other processes, which is a huge win given how important AWS is in our hosting business.

Does any of the above sound familiar? If you are trying to manage AWS resources via the AWS console, but having a hard time linking that to your other business processes, drop us a line. We'd love to share our experience and talk about how Request Tracker can bring some organization to your AWS infrastructure.

Streamlining Change Management with Simple Request Tracker Extension

Image of wrenches by Dmitriy Demidov on Unsplash.

Managing change in a hosting environment is a complex task that can involve adding new services, software updates, and configuration changes. Request Tracker (RT) provides all of the tools to schedule and track these changes, especially using the Change Management extension we showed recently. But this scheduling and tracking can only happen if the change management tickets are created and all of the fields are set, and this can be a challenge for a busy team.

We had exactly this case in our hosted RT environment. Customers write in to support with various requests and sometimes these require a change on their hosted RT system. We want to track those changes and it was taking extra time for our support team to create and fill out these change management requests. So we created a small extension to make this easier.

Goals for the new Extension

Before we got to work, we identified our main goals for the new extension.

1. Create a Link on Support Tickets

To make change management easy, we wanted a single link on support tickets that would take the user to a create ticket page with the Change Management queue selected.

2. Link Location

We could have created a single link, possibly in the Actions menu on the ticket. But looking at past tickets, we realized we often wanted to quote a specific transaction, usually the reply that explained the requested change. Based on that, we decided to put a link on each transaction in the ticket history which allowed us to quote the text in that reply.

3. Pre-filled Fields

When our staff clicked the link, we wanted to automatically fill out as much information as possible on the new change management ticket. This would make creating the ticket much easier, and reduce the risk of human error.

4. Ticket Linking

To make it easy to trace every change, we wanted the new change management ticket be linked to the support request that asked for the change. We also wanted the change to show up in a list of all changes for that customer.

Building the Extension

Adding a single link is a small change, made easy using callbacks and other tools RT makes available for building extensions. When we started to add more details, like all of the fields we wanted to set automatically, it got a little more involved, but not much. Luckily our team has some experience building RT extensions.

Our Updated Change Flow

Image showing a wrench icon in the RT ticket history.

Our new extension adds a wrench icon on each transaction for support tickets that fits right in with the existing reply and comment icons. We included some logic to look up information on the customer's support contract and only add the wrench if the customer uses our hosting.

The main fields on the change management ticket are automatically filled out based on our most common changes.

• The Owner is the current user.

• The Status defaults to deployed and the Change Type is Standard, since most changes are standard and done right away as we handle the request.

• The Change Completed date defaults to when the ticket is created, assuming the change has been done.

• The Customer custom role is automatically set to the customer's group, which will make the change ticket show up in the list of changes for that customer.

• The text of the reply in the support ticket is included in the content box.

• The new Change Management ticket is linked to the support request.

Screenshot of a change management ticket with fields automatically filled out.

All of these fields can be changed by the user before the ticket is created. We set the defaults based on the most common case, but it still supports other situations, like scheduling a change for a few days later.

Change Management Best Practices

Implementing this small extension helped our process in several ways:

• Efficiency: Support staff can initiate change management tickets with a single click, saving time and reducing the chance of errors.

• Consistency: The pre-filled fields ensure that all necessary information is captured consistently, following best practices.

• Transparency: The linkage between support and change management tickets provides transparency into why changes were initiated and their impact.

• Auditability: All changes are documented and can be audited for compliance and accountability purposes.

RT gives you the flexibility and freedom to customize your system to make routine tasks fast and easy for your staff. While implementing custom solutions can take some time, this is offset by the day-to-day savings once it's up and running for your users.

Ready to get started with some changes of your own? Check our documentation to start building your own extension. You might even see if you can get some help from one of the AI tools out there now available, many of which know how to write RT code.

If you’re looking for some hands-on help with extending RT to meet your specific needs and business goals, reach out to us to explore what you can achieve!

New Year's Resolution: Become Indistractable at Work with Request Tracker

Nir Eyal's new book, "Indistractable," is a beacon for everyone struggling with the daily mental tug-of-war at work. He offers actionable steps to reclaim your focus and achieve laser-sharp productivity. But let's be honest, implementing these strategies requires more than willpower alone. That's where Request Tracker comes in – a shared platform for conquering workplace distractions and keeping your boss in the loop.

Scheduled Syncing Explained

Eyal was recently on the podcast Lenny's Podcast and he explains how syncing with your boss can help you with your quest to become indistractable. Here is the part of the podcast where they talk about priority and syncing.

Scheduled syncing section of Nir Eyal’s episode on Lenny’s Podcast.

You can use your calendar and set up this weekly meeting with your boss, but what if there was a view of everything you were working on that your boss could check whenever they have time in their busy schedule? What if they could get an email update as you make progress throughout the day? What if they could go in and update the priority of a task directly, leaving you a note explaining why? Request Tracker makes all of this possible.

A Team Approach

Eyal emphasizes the importance of "externalizing your commitments." Request Tracker does exactly that. Ditch the sticky notes and mental to-do lists, and pour your tasks into the system. Categorize them, set priorities, and assign due dates. Suddenly, the overwhelming chaos transforms into a manageable shared roadmap.

And unlike individual to-do apps built just for you, RT's team-based system is built for collaboration. Give your boss an account, and you can create dashboards they can quickly view whenever they need to. Create accounts for your team and everyone can see what's happening and make updates as they complete tasks.

View Tasks Your Way

Eyal also talks about a "Timeboxing" technique. Request Tracker lets you break down large projects into smaller, time-bound tasks. You can then set a Starts and Due date and time to schedule your work at whatever level of detail you need. You'll be amazed at how much more you can accomplish in a distraction-free zone.

The simplest view of your plan for the week can be a list of the task tickets you have created, filtered by the tasks due this week, and sorted by priority. You can also get the calendar view you want using the free RTx::Calendar extension we recently talked about.

Screenshot of a calendar view of one week of task tickets in Request Tracker

Prefer to keep your tasks and reserved time in your main calendar? No problem. RT can provide an iCal compatible feed of any set of task tickets and you can subscribe to this from your main calendar. Events from RT will then show up in your main calendar where other non-RT users can see them.

Keeping Your Boss in the Loop (Without the Micromanagement)

Transparency is key to a healthy work relationship. Request Tracker's real-time updates and progress reports keep your boss informed without the constant need for check-ins. They see what you're working on, the progress you're making, and any roadblocks you're facing. No more frantic "What's on your plate?" emails or nerve-wracking status meetings.

Collaboration Without the Collision

Eyal highlights the importance of "frictionless collaboration." Request Tracker fosters seamless teamwork. Assign tasks to colleagues, share updates, and track progress together. No more chasing down teammates or deciphering cryptic email threads.

As you are getting control of your attention, you don't want to do so at the expense of your boss or coworkers. Request Tracker's notification settings keep you in sync with your team at whatever level makes sense. Add team members as watchers on individual tasks they need to see, remove them from personal task tickets, and mute individual updates that don't need an email.

And everyone on the team can delete email worry-free because Request Tracker keeps a record of all updates right on the ticket. In the future, they can always check the ticket if they missed an update. No need to create yet another email folder to track updates.

Becoming Indistractable, One Request at a Time

Nir Eyal's "Indistractable" offers a powerful framework, and Request Tracker provides the tools to translate theory into action. It's your digital assistant, your focus facilitator, and your communication machine. So, ditch the distractions, embrace the power of Request Tracker, and watch your productivity – and peace of mind – skyrocket. Remember, a focused you is an unstoppable you.

Ready to reclaim your focus and become indistractable at work? Sign up for a Request Tracker demo today and experience the difference!

The worst thing you never knew you knew something about

Before you even get a chance to roll your eyes, let’s make sure of one thing: we’re not talking about multitasking. That’s been talked about forever, mulled over, and thoroughly dissected. And while multitasking is a pain, a source of frustration, and a rabid consumer of productivity, we’re not here to talk about that. We’re here to talk about its younger sibling--the even more annoying one. We’re talking about context switching.

While context switching is a form of multitasking, it’s certainly not the traditional form of multitasking you’re used to. This isn’t about distractedly trying to answer emails during a conference call. Shaving while you’re driving. Texting while walking the dog. It doesn’t take a supergenius to know that the quality of each task suffers, but the extent of the problem might come as a shock.

As the American Psychological Association points out, there are three types of multitasking:

• Classic multitasking: Trying to perform more than one task at a time.

• Rapid task switching: Going from one task to another in quick succession.

• Interrupted task switching: The worst. Having to switch from one task to another, before the first task is complete.

Interrupted task switching is particularly bad because it’s often the most distracting, is almost always controlled by external factors, and is likely the most harmful offender in terms of both actual productivity and the *feeling* of productivity. While the first one is pegged by Inc. as costing something like $4.5b, that latter feeling just might cost you your long term wellbeing.

Even worse than that (and this is where the diabolical little sibling part comes in)? Most people aren’t even aware this thing exists. They can hardly name or recognize this process. Interrupted task switching, a.k.a. context switching, costs a lot. Again from Inc.:

• We spend an average of just 1 minute and 15 seconds on a task before being interrupted.

• It takes an average of 25 minutes to resume a task after being interrupted.

• Heavily multitasking can temporarily lower your IQ by up to 15 points. Crazy, right? It’s literally making us dumber.

So clearly, the only thing we can do is abolish all interruptions by living inside a bubble on the top of an unpopulated mountain. Well, kind of, actually. It turns out that it’s pretty hard for all of us to focus intently on one thing and then shift to deep focus on another. We can mitigate this harshness by combining like-minded tasks. Try to have all your meetings in one day, for example. I, personally, like to do all the paperwork sorts of things on one particular day. Or maybe you have a social media responsibility. Try to do the catching up, the scheduling, and the posting together. Research shows that “batching” like-minded tasks makes us able to tackle more initiatives—and, better yet, finish them!

We’d be remiss if we didn’t talk about the elephant. It’s email. Email is one of the biggest distractions of our day. As the Harvard Business Review points out, you shouldn’t use your email inbox as a task list or tracker. Email is probably contributing to more task switching than you realize. That’s why you ought to schedule email triage time.

This is where the game can be changed: send everything to Request Tracker! Whether the bulk of your emails relate to ongoing projects, new tasks, or customer service-related things, Request Tracker ensures every email, request, and action item gets the attention it deserves. All the to-do mail gets sorted automatically. Even better, you can silence those pesky notifications that play on your FOMO. It’s worth noting that even having just notifications come through can foment some FOMO feelings. Best to simply flip your phone over and close out of email when you’re not in triage mode.

Beyond triage and at another, deeper level of email management, Request Tracker provides a comprehensive toolset for request and task management compared to traditional email:

Centralized Task Management: Unlike scattered email threads, RT provides a centralized system for email and, well, lots of things! Viola! Less clutter, more clarity.

• Due Dates and Service Level Agreements (SLAs): Request Tracker allows you to set and highlight due dates and can also be configured to adhere to SLAs. Much like the squeaky wheel, flagged tickets approaching or exceeding their resolution times more often get the grease.

•Internal Comments & Collaboration: RT offers a suite of features where team members can add internal comments not visible to the client or end-user. This allows for private team discussions and brainstorming within the same ticket interface. Multiple team members can simultaneously work on a ticket, and all history is kept there for everyone’s benefit..

• Custom Fields: Unlike normal email, which has a standard set of fields, RT allows you to add custom fields tailored to your specific needs, enabling more detailed ticket categorization and tracking.

Which brings up a final thought: if you’re fried, brain dead, or otherwise spent? Don’t give up on staying useful! Everyone has tasks that are necessary to do, but don’t require much critical thinking. Tackle those when you realize it’s the best you can do. Focusing on a mundane task actually centers your brain, and allows you to start thinking more clearly again.

We can’t eliminate interruptions, in the end. Honestly? We probably wouldn’t want to. A lot of the good stuff in life happens there. But we’d be better off to make sure we have the right tools around us, like Request Tracker, a decent plan, and the willingness to implement what we know can make the proverbial lemonade. It’s quite possible to control things on our end to make interruptions work better *with* you, rather than against you.

Got experiences to share? We’re all ears! Good or bad, we’d love to hear your thoughts. Find us on Twitter (@bestpractical)! Even better—can we help your team ditch the shared email inbox? Schedule a demo today!

Cover your Assets

Let’s say you have a sales team of 16. Janie has a laptop, a phone, a desktop, and an old iPad she scrounged from an intern’s desk for a one-time need. Jamal has two phones (don’t ask), one new and one “broken” laptop, and keeps insisting he needs a desktop even though he’s never in the office. Ron, on the other hand, is something of a Luddite, uses an old flip-phone he owns himself, and barely does his reporting at all—let alone on his laptop.

Do any of these people sound familiar? Are you in an office or lab like this? Your company, presumably, owns these assets (and a pretty vast number of others), paid for them, and is (or ought to) managing them. But who’s really doing that? Who’s putting on the IT inventory hat to keep up with an unending, ever-changing landscape?

Historically, most of the IT assets rested within an organization’s domain. However, now with a boom in remote work and the lessons from Covid, the challenges of managing IT assets have multiplied. Hardware has left the building and new apps and services multiply. One of the biggest challenges with the proliferation of services and technology is that assets often get tracked in a lot of different places by a lot of different people. Often, no single person owns everything, let alone has visibility into all the systems. And without the right tools in place, no single platform collects and centralizes asset data across your organization. How can you make informed decisions without a clear picture? This is where a robust solution is critical. Your boss’ Excel spreadsheet is not a robust solution, by the way.

It’s worth noting here that many organizations don’t merely have a need for better asset management–they have a mandate. Recently in New York state, a school district was audited for its inability to locate any number of pieces of hardware. In this case, at least, they had tools in place, but used them inefficiently. Many organizations simply do not know what assets they own, what shape they’re in, or where they’re located. 

The good news is that implementing a system for robust asset management doesn’t have to be either complicated or costly. Request Tracker is a widely supported, open source asset tracking system, among other things. You and your team can confidently know what assets you have, who has your assets, and where your assets are—all from one place. You can even easily import your boss’ Excel spreadsheet! With options for email and self-service portals and built-in reporting, you could even build a documentation culture! Imagine that! Anyone can play along!

One of the most powerful advantages to using Request Tracker (RT) is that it’s almost infinitely customizable. You get to set up an asset management system that works for you. As always, and unlike other products in the market today, RT never gates its features. Your team gets every feature there is right out of the box. Also, being open source, there are no per seat charges. RT scales at your pace. 

Perhaps best of all? Request Tracker offers a free trial so that you can spend actual time in a fully-functioning program. See how your team can explore new asset tracking capabilities with Request Tracker.