Trouble ticketing systems?

Fri Jun 20 10:12:16 PDT 2003

You might want to check out Request Tracker(RT). It has email
interface that works just like you described. I never use it though.
So I guess a lot of people has the same requirement as yours.

Alex Lee

On Thu, 19 Jun 2003, Danny Howard wrote:

> On Thu, Jun 19, 2003 at 07:01:20PM -0400, Chuck Yerkes wrote:
> > Quoting Michael T. Halligan (michael at halligan.org):
> > > I was wondering if I could get some opinions/experiences with
> > > different ticketing systems?  Lately I've lost interest in
> > > spending so much time on bugfixing, learning rather peculiar
> >
> > You don't mention that other thing:
> > Your requirements
>
> One thing I really really really really like is the ability to manage
> tickets via e-mail, which I am very used to, instead of dealing with
> some funny web interface that is completely new to me.
>
> This is doubly important, imho, when I am a user in need of help and
> would rather spend time explaining that I need help by sending an e-mail
> to IT instead of hunting down the web interface and figuring out how to
> fill in the form, only to see it break on me or otherwise give me weird
> errors that only increase my frustrations with technology and the people
> who support it.
>
> Because I'm so picky about this, I hacked really deep into Bugzilla
> internals to bodge up an interface so that not only could I send an
> e-mail to an alias and get a ticket filed as a result, I could also
> follow up to the e-mail from my happy threaded mail folder and
> manipulate its state with some simple command macros.
>
> Now, I've been mostly out in the analog world these past few years, but
> I'm curious if I'm the only person with these weird 1990s-style
> feelings, and whether e-mail integration is a requirement that you folks
> look for and that the ticket systems integrate cleanly.  If you would
> rather not pollute the list though, I'm happy to hear from you in
> private. :)
>
> Thanks,
> -danny
>
> --
> http://dannyman.toldme.com/
>