Re: Evaluating Roundup for our needs

On Tue, 13 Jan 2015 15:26:15 +0100, Ralf Schlatterbeck <[email protected]> wrote:
> 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.

I think you are right...the tweak would be to automatically add the
unknown email address as a user.  (Which could have issues, spam
handling wise, so it may or may not be desirable.)

> > > 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.

I think we are assuming unsophisticated and/or lazy users here :)
However, if the tracker is set to not require a login to view the
issues, then this would be a real possibility.  If they have to log in I
don't think it would work in practical terms, based on Miklos's
description.

--David

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