ticket system comments

Paulo Santos paulo.banon at googlemail.com
Fri Jun 22 18:24:59 UTC 2007


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 at 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 at 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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