Some thoughts I had yesterday about OTRS/RT/ETC for ticketing systems for us. 1. We don't get a huge number of tickets - so maybe any system is overkill 2. A good number of the tickets can be solved immediately when they arrive. 3. If they can't be solved immediately then we need a reminder about them 4. we want users to be able to send in info like this w/o jumping through any hoops. I was going to suggest we make a mailing list: admin-request@xxxxxxxxxxxxxxxxx - 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. -sv
