[otrs] OTRS Webmail client non-functional. REPOST

[Mark Nernberg]

> -----Original Message-----
> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
> Marius Flage
> Sent: Thursday, October 11, 2007 11:43 AM
> To: User questions and discussions about OTRS.org
> Subject: Re: [otrs] OTRS Webmail client non-functional. REPOST
> 
> Mark Nernberg wrote:
> 
> > This is a repost, as there has been no positive response.  This is
> now
> > the FOURTH TIME I am posting!  Getting some reasonable answer would
> be nice.
> 
> And I didn't mind the second and third time you posted this, but
> enough's enough. You're not paying for any kind of support for this
> software, so I don't see how you can expect to get an answer to all
> your
> questions immediately. If you follow the thread of discussion in here,
> you'll see that all questions that people actually know the answer to,
> get responses.
> 

I've noticed that is not always the case.  I don't expect or demand anwers,
but even a clue would be nice.

I also don't expect the answer "immediately".  I've waited a
more-than-respectable amount of time before reposting.

An acknowlegement that there's a problem of some sort in the source would
also be nice.

I've also noticed that at some point at least 2 other people have posted
similar posts at some point -- still with no answers.

Simply saying that "The developers are aware that the webmail client is
BROKEN." would be sufficient.  Ignorance and publicly flaming isn't going to
cut it, though.

> If you're new to the whole GPL idea, I suggest you do some reading. And
> please stop wasting our collective bandwidth with your ongoing -
> demands-
> for support. The kind of support you're asking for usually comes with a
> price [1].

Actually, I'm far from new to the GPL idea.  I've done plenty of reading.
I've checked through the source code and the various mailing list archives.
I've thoroughly read the documentation.  If I had any answers or clues, I'd
follow them.  If I though I had an inkling of where (specifically) the issue
was, I'd be more detailed in my posts -- which might elicit a useful answer.

But, before I pony up $ for paid support, I'd like at least some idea that I
will get what I'm paying for.  The most basic support plan is $1380/year for
support -- which is steep -- especially when this is probably THE ONLY ISSUE
I'M GOING TO HAVE WITH THE SOFTWARE!

The $1380 includes only 5 service calls per year.  That works out to
$276.00/service call.  And I don't understand what I'd get beyond the 5
support requests, so paying for 5 service requests and only getting 1 isn't
worth it.  Perhaps someone needs to revisit the pricing model?  Or provide
more information to demonstrate what I'd be getting for my $1380.00?

Were it $100 for a single support call -- one-time-deal -- I'd consider
paying it.  I might even consider paying $276 for a one-time-call, as steep
as that may be.

Moreso, because there aren't any issues with my configuration -- I'm not
stupid, and I'm a long-time OTRS user -- I call the problem: "the webmail
client is broken and buggy."  I don't pay for support to fix bugs in the
software -- I'll pay for it to fix bugs in my implementation.

It should also be noted that I've even built-from-scratch a second copy of
OTRS on a different server just to verify that it's the software and not my
mail server or anything.  Its almost definitely a bug (IMHO).

> 
> The only thing you're getting from this, if anything, are annoyed
> fellow users of OTRS.
>