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Re: ticket system comments



On Fri, 2007-06-22 at 13:22 -0500, Mike McGrath wrote:
> Mail-List - Cons:
>     1) Spam
>     2) Difficult to comment on existing threads if not subscribed

In addition, for any problems that get escalated to full bugzilla
reports suffer from the same tracking problem for the original person.
They need i) a bugzilla account, and ii) tell you what it is somewhere
along the way so you can put them in Cc: on the bug (because you can't
reset reporter to them, right?)

This means, in order to ...

... receive updates to the mail thread, have to subscribe to the list
and all of the ensuing spam, etc. ...
... receive updates on bugzilla escalations, have to create a bz
account, then have an iteration of supplying that to FI, etc. ...

At least OTRS uses the FAS account, where mailing lists + bugzilla
escalations require one or two new accounts to track one ticket.

>     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

This is a challenge; what if the issue being reported has to do with
login or account creation?  Can't get an account to file a ticket about
not being able to get an account ...

So, there *must* be a catch-all support fp o that i) goes into a mailing
list, ii) all infra people get that list, and iii) the few real pieces
hopefully get noticed and acted upon.

- Karsten
-- 
   Karsten Wade, 108 Editor       ^     Fedora Documentation Project 
 Sr. Developer Relations Mgr.     |  fedoraproject.org/wiki/DocsProject
   quaid.108.redhat.com           |          gpg key: AD0E0C41
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