On Mon, 2006-07-10 at 14:17 -0400, Elliot Lee wrote: > On Jul 10, 2006, at 12:57, Mike McGrath wrote: > > > I've created a basic ticketing workflow system for OTRS. http:// > > fedoraproject.org/wiki/Infrastructure/Tickets/WorkFlow > > > > It's a quick tutorial on how to lock, email, comment and resolve a > > ticket. The trick is to make sure we all use the system but not > > have it be a huge bottle neck with so much overhead that its a > > headache. As always any comments are welcome. We've had the > > system for a while now but still with few tickets. What do you > > guys think of it? > > Looks cool to me! I think the main thing remaining to do is just > nagging people to use it, until they do. That could mean sending a > personal note (with this URL included) to each of the teams that is > supposed to respond to a queue. > > The other half of getting people to use OTRS is sending reminders via > e-mail of tickets people should be paying attention to. Is there a > way to do that? I had a script for RT that went through the ticket database and sent a message to each user with open tickets giving them a list of their tickets and a link to the ticket within RT. I might be able to modify it for OTRS. Ryan -- Ryan Ordway E-mail: ryan.ordway@xxxxxxxxxxxxxxx Unix Systems Administrator rordway@xxxxxxxxxxxxxxxxxxxxxxx Oregon State University Libraries 121 The Valley Library Office: The Valley Library #4657 Corvallis, OR 97331
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