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Re: ticket system comments



I think that the ML has two down sides:
   3) Stuff that takes a long time to fix may get lost
   4) Difficult to know who's working on what

Besides that i agree with Seth, its better then OTRS (at least for our needs),
But my favourite option is still Trac. I think we could use Trac for our needs.

Paulo

On 6/22/07, Mike McGrath < mmcgrath redhat com> wrote:
Nils Breunese wrote:
> 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.

Someone also brought up using a trac instance, it'd be lighter weight
then bugzilla and more customizable (for us).  It would be far more
light weight then OTRS but not as light weight as a mailing list.
Here's the pros and cons as I see them:

Mail-List - Cons:
    1) Spam
    2) Difficult to comment on existing threads if not subscribed
    3) Stuff that takes a long time to fix may get lost
    4) Difficult to know who's working on what
Mail-List - Pros:
    1) Very light weight
    2) Hard to completely ignore
    3) No registration required
    4) Almost no administrative overhead

Trac - Cons:
    1) Requires a FAS login
    2) Could just be ignored
    3) Little bit of initial configuration required
Trac - Pros
    1) Ticket ownership is known
    2) Easy to search / filter
    3) Provides milestones/components


I have to say in general I like Trac over a mailing list... but not by
much.  I'd be curious to see what the others say.  Any comments?

    -Mike

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