Trouble ticketing systems?

Fri Jun 20 10:55:25 PDT 2003

On Fri, Jun 20, 2003 at 10:12:16AM -0700, Alex Lee wrote:
> 
> 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.

I use it and it works wonderfully (or, semi-wonderfully ;) - when it receives
a new message, it collapses original cc: and to: lines into virtual mailing
list and makes sure all ticket responces go to all parties involved.

you can update addresses in tickets on the web as well (in particular, add or remove
cc: members.)

Note that there are 2 versions - 2.0 and 3.0;  2.0 is more stable but 3.0 has
more features...  documentation is here:

3.0: http://www.bestpractical.com/rt/docs.html
2.0: http://fsck.com/rtfm/

> 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/
> >