Re: Convincing people to use Roundup

> [...]
> For example I've documented one of our customizations in the Roundup
> Wiki:  https://wiki.roundup-tracker.org/ConfidentialEmail
> 
> If you look at https://wiki.roundup-tracker.org/CustomisationExamples
 > [...]

Customizations are also a kind of technical problem, perhaps with cost/economic factors. That's not too hard.

But the introduction of an issue tracker is a change in behaviour, and that's a different issue altogether!

Glossy adverts in the usual marketing terms often do not help. You get the impression that someone wants to sell you something. You automatically get 
wary. I would rather describe the advantages in a way people can relate to, something that matches your daily experience in real life. I would not 
leave the drawbacks either. Unfortunately, I am rather technical oriented, and not so much a salesman. 8-)

Besides, I do not have experience running such a system internally, so although I know how chaotic communications can be without a ticket system, I do 
not actually know what people actually using it do not like or tend to complain about.

I am thinking about a ticketing system for internal communications, for tasks that are shared between several people. If we open a ticket for a 
customer problem, I am not planning to give the customer access to such a ticket system. I am not sure that we want to do that, because we want to 
give our customers a personal service, and a ticket system is something cold and impersonal. But when a customer calls, usually 2 to 4 people are 
involved, and many times information is not properly shared internally.

But the trouble is, most employees would rather call or talk to a colleage than write things down for others to read later.

Best regards / liebe Grüße,
   rdiez



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