Hi, Am Dienstag, 18. Juni 2002 09:10 schrieb Tom Schröder:
So here a real life scenario. I have a Queue for our web developers. They come out with a new snapshot of a site and our internal staff and the customer should have a look. A couple of people are submitting the same error (maybe a missing image) and in this case it would be nice to make the first ticket the "master ticket" and the other ones duplicates. I know this from Bugzilla but this system would be too complicated! ;-)
The same could happen with a network outage or some other ISP related problem.
Yeah, I got the point. I think, this behaviour is a 'nice to have', as it would complicate the ticket flow in the system. SuSE's STTS has a long time pending feature request for this kind of inquiries. A possibility to group tickets together, write one (unpersonal) answer to all the tickets would greatly simplify answering of 'hot' questions, but I do not know, how to implement this easyly. You would have to define a tag and then allocate this tag to all the tickets belonging to the same 'class'. Then you would need an extra function (bulk answer...) to write the answer, select the tag which groups the messages and send out an answer to all these tickets and close them. My opinion this beeing a 'nice to have' comes from my appilcation here at the university, where we use OpenTRS for user helpdesk. We do not have a large number of similar requests, and if we have, they do not come in simultaneously. The better way of answering our requests is the use of standard resposes. As mentioned, at SuSE this feature was wanted, as problems arise before a solution is found and a SDB article is prepared, and answering these questions would greatly decrease working time here. Martin?
bye!tom
Stefan -- Stefan Schmidt Email: jsj@jsj.dyndns.org jsj@exsuse.de Bremen jsj-hb@t-online.de s.schmidt@iu-bremen.de