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Re: ticket system comments



seth vidal wrote:

On Fri, 2007-06-22 at 18:40 +0200, Nils Breunese wrote:
seth vidal wrote:

I was going to suggest we make a mailing list:
admin-request fedoraproject org - maybe alias it to something simple.
When messages come in we do the following:

1. see if we know how to solve it and have time to do it immediately
2. If you don't know how to solve it or don't have the time, open a
bugzilla item about it on a product-to-be-created and thrown the
bugzilla entry back to the list and the poster

This way, the simple things that don't really need a ticket don't get
one and the hard things that do need a ticket do get one.

If someone sends a request to that mailinglist, how do we make sure
it gets handled (eventually)? If no one acts, what happens? Is there
someone checking whether everything is either solved directly or made
into a bugzilla entry?

Is there any guarantee of this in the ticketing system we have now?

no.

That's true, but a ticket system will tell you what issues are still unhandled, whereas email does not.

The only guarantee is that someone is watching their email. Same as with
the ticket system, really.

But someone could be watching either the ticket system (or the mailinglist if we go with that) and maybe notify people to make sure at least the most important issues get handled or something. I think the ticket system is currently not working for FI because nobody is/ feels responsible for what goes on in there. I don't know if the mailinglist/Bugzilla hybrid will improve this situation.

Nils Breunese.


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