Re: Evaluating Roundup for our needs

On Tue, Jan 13, 2015 at 08:03:22AM -0500, R. David Murray wrote:
> On Tue, 13 Jan 2015 12:55:34 +0100, Miklos Hollender <[email protected]> wrote:
> > 
> > 2)      2) IT person responds back with question, putting RT into CC, which
> > logs the message
> 
> At this point an issue gets created, with an issue number.  If you set
> the tracker to send emails even to the originator, you'll get back
> an email with the issue number in it.  It may be desirable to tweak
> the default detectors so that the user gets added to the ticket (see
> step (6) below).

I think persons in the CC (if they are already existing users of the
tracker) will automatically be added to the nosy list.

> > 4)      4) 3 months later the user asks why is it not done yet. Instead of
> > having to  find the old e-mail, IT person logs in to the web interface and
> > makes RT send the whole history of the case to the user as a reminder  that
> > it was waiting for the user.
> 
> This will require a bit of coding.  Emailing the issue contents is not
> built in to the Roundup code base, but would not be hard to add.  (I'm a
> consultant, feel free to contact me if you want to contract out this
> work.)

Or you make a simple reply to the issue -- roundup sends out a link to
the original issue in the footer of the generated message. If users are
educated they know where to find additional info.

Note that roundup replaces the original sender of a message sent to
roundup with the address of the tracker (but keeps the name in the email
so that users see who sent the message). This normally ensures that
roundup is kept in the loop of an email exchange. It's easy to simply
reply to a mail that originated from roundup and be sure the reply is
added.

I think David already covered the use-cases you have very well.

Ralf
-- 
Dr. Ralf Schlatterbeck                  Tel:   +43/2243/26465-16
Open Source Consulting                  www:   http://www.runtux.com
Reichergasse 131, A-3411 Weidling       email: [email protected]
allmenda.com member                     email: [email protected]

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