[gentoo-user] OT: Bugzilla as support system w/ maillist integration

[gentoo-user] OT: Bugzilla as support system w/ maillist integration

[Enrico Weigelt]

Hi folks,

I'm now making use huge of bugzilla for quite a while and now
thinking about using it for user support things like this maillist.

An mail robot could be the bridge between classic maillist style
and bugzilla:

+ you write some mail (new thread) to the robot/list address,
  it opens a new bug and puts in the body subject as bugname and 
  the body as comment. It is also possible to give the robot some 
  meta information w/ using some specific syntax (ie. just like 
  some maillist bots like majordomo have their control syntax).
  
+ each new bug is posted to some topic annoucement list (where
  people subscribe, who want to see new threads) and to the full
  distribution list (which gets all traffic).

+ if you reply to some of these mails, their body is added as 
  comment, maybe additional metadata parsed. The result is again
  posted to the people who subscribed this bug/topic and also
  the full distribution list.

+ the mail robot also allows special commands, like subscribing
  or unsubscribing some topic, fetching all postings of some
  topic, etc.

In comparison to classic maillists, it brings us some cool features:

+ People can subscribe to single threads (ie. by replying or explicit
  jumping on the CC list), and later they can unsubscribe themself.

+ Nice archiving (in an database) along w/ issue metadata.

+ Some support worklow (ie. if we have some people dedicated to user
  support, they have an tool for organizing their work).
  
+ Duplicate topics can be put together by marking them as duplicate.


What do you think about this idea ?


cu
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Re: [gentoo-user] OT: Bugzilla as support system w/ maillist integration

[Hans-Werner Hilse]

Hi,

On Thu, 27 Jul 2006 15:09:36 +0200 Enrico Weigelt <weigelt@metux.de>
wrote:

> What do you think about this idea ?

If you're really talking about gentoo-user, then I think your idea is
way, way, way too complex. Basically, I think, this ML "just works".
Heck, it hasn't even a FAQ posted regularly but works anyway.

And how are you expecting people to subscribe and unsubscribe to single
threads? People are even too stupid to realize how to unsubscribe from
the ML as it is!

-hwh
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Re: [gentoo-user] OT: Bugzilla as support system w/ maillist integration

[Randy Barlow]

Enrico Weigelt wrote:
> What do you think about this idea ?

Sounds like a sweet system, when will it be GA? ;)

R
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