You are viewing a plain text version of this content. The canonical link for it is here.
Posted to dev@bloodhound.apache.org by Brylie Oxley <br...@nten.org> on 2013/11/08 18:01:43 UTC
Add and respond to tickets via email
Hi all,
We are setting up a Helpdesk/documentation management solution. In order to
encourage staff acceptance, this tool should require very little of staff. We
would like for staff to be able to file a helpdesk ticket by sending an email,
and have the helpdesk personnel use the helpdesk tool to organize and respond
to tickets. Staff are already familiar with, and frequently using, their email
tools, so this is a natural connection.
How can we use Bloodhound to support operations and helpdesk staff to
communicate efficiently, using familiar tools such as IMAP, GMail, iMail,
Thunderbird, Outlook, etc?
--
Brylie Oxley
Data and Systems Coordinator
Nonprofit Technology Network
http://nten.org
It's that time again! Register now <http://www.nten.org/ntc> for the 2014
NTC in Washington DC, March 13-15. Early bird rates end Dec. 13, save $300
on your #14NTC registration by joining or renewing your NTEN
membership<http://www.nten.org/join>.
1020 SW Taylor, #800
Portland, OR 97205
Phone: 1-415-397-9000
Fax: 1-415-814-4056
NTEN is a 501(c)3 tax exempt organization.
Re: Add and respond to tickets via email
Posted by Gary Martin <ga...@wandisco.com>.
On 12/11/13 09:42, Bas van der Vlies wrote:
>
>> I am happy to start with providing the means to get the product passed in and used to start with. I am also happy to try to work with the maintainer to improve the things beyond that if required though.
>>
>> Gary
>
> I am the maintainer of email2trac and i am always open to improvements and suggestions. Currently i am in the process of harding email2trac. So that each ticket get its own replyto address. email2trac can handle this and there is a patch for the AnnouncerPlugin:
> * https://oss.trac.surfsara.nl/email2trac/ticket/297
> * https://trac-hacks.org/ticket/10044
Hi Bas,
That all sounds good. I was going to send a patch last night but I got
distracted. Instead I have added a little more detection of bloodhound
in the hope that it adds a bit of safety. This may have been overkill!
Anyway, just raised https://oss.trac.sara.nl/email2trac/ticket/331 and
added the patch.
As I have not looked directly at the MTA side, I am not sure of the
easiest ways for the bloodhound product to be specified. Adding the
ability to set the product in the email2trac.conf may be useful for some
installations but others may prefer not to have to add new sections to
support new products. I have also not attempted to get any new ticket
syntax recognised yet.
Cheers,
Gary
Re: Add and respond to tickets via email
Posted by Bas van der Vlies <ba...@surfsara.nl>.
>>
>>
>
> I am happy to start with providing the means to get the product passed in and used to start with. I am also happy to try to work with the maintainer to improve the things beyond that if required though.
>
Gary,
I am the maintainer of email2trac and i am always open to improvements and suggestions. Currently i am in the process of harding email2trac. So that each ticket get its own replyto address. email2trac can handle this and there is a patch for the AnnouncerPlugin:
* https://oss.trac.surfsara.nl/email2trac/ticket/297
* https://trac-hacks.org/ticket/10044
regards
---
SURFsara has a new telephone number: +31 20 800 1300.
Bas van der Vlies
| Operations, Support & Development | SURFsara | Science Park 140 | 1098 XG Amsterdam
| T +31 (0) 20 800 1300 | bas.vandervlies@surfsara.nl | www.surfsara.nl |
Re: Add and respond to tickets via email
Posted by Gary Martin <ga...@wandisco.com>.
On 11/11/13 17:46, Olemis Lang wrote:
> On Mon, Nov 11, 2013 at 12:13 PM, Gary Martin <ga...@wandisco.com>wrote:
>
>> On 11 November 2013 09:10, Joachim Dreimann
>> <jo...@wandisco.com>wrote:
>>
>>>
>>>> On 11 Nov 2013, at 08:33, Ryan Ollos <ry...@wandisco.com> wrote:
>>>>
>>>>> On Fri, Nov 8, 2013 at 9:01 AM, Brylie Oxley <br...@nten.org> wrote:
>>>>>
>>>>> Hi all,
>>>>> We are setting up a Helpdesk/documentation management solution. In
>>> order to
>>>>> encourage staff acceptance, this tool should require very little of
>>> staff.
>>>>> We
>>>>> would like for staff to be able to file a helpdesk ticket by sending
>> an
>>>>> email,
>>>>> and have the helpdesk personnel use the helpdesk tool to organize and
>>>>> respond
>>>>> to tickets. Staff are already familiar with, and frequently using,
>> their
>>>>> email
>>>>> tools, so this is a natural connection.
>>>>>
>>>>> How can we use Bloodhound to support operations and helpdesk staff to
>>>>> communicate efficiently, using familiar tools such as IMAP, GMail,
>>> iMail,
>>>>> Thunderbird, Outlook, etc?
>>>>> --
>>>>> Brylie Oxley
>>>>> Data and Systems Coordinator
>>>>> Nonprofit Technology Network
>>>>> http://nten.org
>>>>>
>>>>> It's that time again! Register now <http://www.nten.org/ntc> for the
>>> 2014
>>>>> NTC in Washington DC, March 13-15. Early bird rates end Dec. 13, save
>>> $300
>>>>> on your #14NTC registration by joining or renewing your NTEN
>>>>> membership<http://www.nten.org/join>.
>>>>>
>>>>> 1020 SW Taylor, #800
>>>>> Portland, OR 97205
>>>>>
>>>>> Phone: 1-415-397-9000
>>>>> Fax: 1-415-814-4056
>>>>>
>>>>> NTEN is a 501(c)3 tax exempt organization.
>>>>
>>>> Email2Trac (1) seems to be a popular plugin for Trac that allows
>>> converting
>>>> emails to Trac tickets. The plugin hasn't been tested with Bloodhound
>> as
>>>> far as I know, and I'm not sure if it will work with the Multiproduct
>>>> extension in Bloodhound, but I think it would be worth giving it a try.
>>> If
>>>> you have any issue, we can help you work through them.
>>>>
>>>> (1) http://trac-hacks.org/wiki/EmailtoTracScript
>>> We have used it successfully with Bloodhound in our company for a similar
>>> system. That was in then days before MultiProduct though, so it would be
>>> great to hear back from you if you try it Brylie.
>>>
>>> - Joe
>>
>>
>> I'm having a look into this. As it is not a true plugin there are some
>> changes that are required so that it is multiproduct aware. I think I am
>> most of the way to working out what these should be and so I will pass on
>> the details to the maintainer shortly.
>>
> In general there are a few aspects to consider ... e.g. whether the e-mail
> to Trac script will process requests for a given product or all instances
> ...
>
>
I am happy to start with providing the means to get the product passed
in and used to start with. I am also happy to try to work with the
maintainer to improve the things beyond that if required though.
Cheers,
Gary
Re: Add and respond to tickets via email
Posted by Olemis Lang <ol...@gmail.com>.
On Mon, Nov 11, 2013 at 12:13 PM, Gary Martin <ga...@wandisco.com>wrote:
> On 11 November 2013 09:10, Joachim Dreimann
> <jo...@wandisco.com>wrote:
>
> >
> >
> > > On 11 Nov 2013, at 08:33, Ryan Ollos <ry...@wandisco.com> wrote:
> > >
> > >> On Fri, Nov 8, 2013 at 9:01 AM, Brylie Oxley <br...@nten.org> wrote:
> > >>
> > >> Hi all,
> > >> We are setting up a Helpdesk/documentation management solution. In
> > order to
> > >> encourage staff acceptance, this tool should require very little of
> > staff.
> > >> We
> > >> would like for staff to be able to file a helpdesk ticket by sending
> an
> > >> email,
> > >> and have the helpdesk personnel use the helpdesk tool to organize and
> > >> respond
> > >> to tickets. Staff are already familiar with, and frequently using,
> their
> > >> email
> > >> tools, so this is a natural connection.
> > >>
> > >> How can we use Bloodhound to support operations and helpdesk staff to
> > >> communicate efficiently, using familiar tools such as IMAP, GMail,
> > iMail,
> > >> Thunderbird, Outlook, etc?
> > >> --
> > >> Brylie Oxley
> > >> Data and Systems Coordinator
> > >> Nonprofit Technology Network
> > >> http://nten.org
> > >>
> > >> It's that time again! Register now <http://www.nten.org/ntc> for the
> > 2014
> > >> NTC in Washington DC, March 13-15. Early bird rates end Dec. 13, save
> > $300
> > >> on your #14NTC registration by joining or renewing your NTEN
> > >> membership<http://www.nten.org/join>.
> > >>
> > >> 1020 SW Taylor, #800
> > >> Portland, OR 97205
> > >>
> > >> Phone: 1-415-397-9000
> > >> Fax: 1-415-814-4056
> > >>
> > >> NTEN is a 501(c)3 tax exempt organization.
> > >
> > >
> > > Email2Trac (1) seems to be a popular plugin for Trac that allows
> > converting
> > > emails to Trac tickets. The plugin hasn't been tested with Bloodhound
> as
> > > far as I know, and I'm not sure if it will work with the Multiproduct
> > > extension in Bloodhound, but I think it would be worth giving it a try.
> > If
> > > you have any issue, we can help you work through them.
> > >
> > > (1) http://trac-hacks.org/wiki/EmailtoTracScript
> >
> > We have used it successfully with Bloodhound in our company for a similar
> > system. That was in then days before MultiProduct though, so it would be
> > great to hear back from you if you try it Brylie.
> >
> > - Joe
>
>
>
> I'm having a look into this. As it is not a true plugin there are some
> changes that are required so that it is multiproduct aware. I think I am
> most of the way to working out what these should be and so I will pass on
> the details to the maintainer shortly.
>
In general there are a few aspects to consider ... e.g. whether the e-mail
to Trac script will process requests for a given product or all instances
...
--
Regards,
Olemis - @olemislc
Re: Add and respond to tickets via email
Posted by Gary Martin <ga...@wandisco.com>.
On 11 November 2013 09:10, Joachim Dreimann
<jo...@wandisco.com>wrote:
>
>
> > On 11 Nov 2013, at 08:33, Ryan Ollos <ry...@wandisco.com> wrote:
> >
> >> On Fri, Nov 8, 2013 at 9:01 AM, Brylie Oxley <br...@nten.org> wrote:
> >>
> >> Hi all,
> >> We are setting up a Helpdesk/documentation management solution. In
> order to
> >> encourage staff acceptance, this tool should require very little of
> staff.
> >> We
> >> would like for staff to be able to file a helpdesk ticket by sending an
> >> email,
> >> and have the helpdesk personnel use the helpdesk tool to organize and
> >> respond
> >> to tickets. Staff are already familiar with, and frequently using, their
> >> email
> >> tools, so this is a natural connection.
> >>
> >> How can we use Bloodhound to support operations and helpdesk staff to
> >> communicate efficiently, using familiar tools such as IMAP, GMail,
> iMail,
> >> Thunderbird, Outlook, etc?
> >> --
> >> Brylie Oxley
> >> Data and Systems Coordinator
> >> Nonprofit Technology Network
> >> http://nten.org
> >>
> >> It's that time again! Register now <http://www.nten.org/ntc> for the
> 2014
> >> NTC in Washington DC, March 13-15. Early bird rates end Dec. 13, save
> $300
> >> on your #14NTC registration by joining or renewing your NTEN
> >> membership<http://www.nten.org/join>.
> >>
> >> 1020 SW Taylor, #800
> >> Portland, OR 97205
> >>
> >> Phone: 1-415-397-9000
> >> Fax: 1-415-814-4056
> >>
> >> NTEN is a 501(c)3 tax exempt organization.
> >
> >
> > Email2Trac (1) seems to be a popular plugin for Trac that allows
> converting
> > emails to Trac tickets. The plugin hasn't been tested with Bloodhound as
> > far as I know, and I'm not sure if it will work with the Multiproduct
> > extension in Bloodhound, but I think it would be worth giving it a try.
> If
> > you have any issue, we can help you work through them.
> >
> > (1) http://trac-hacks.org/wiki/EmailtoTracScript
>
> We have used it successfully with Bloodhound in our company for a similar
> system. That was in then days before MultiProduct though, so it would be
> great to hear back from you if you try it Brylie.
>
> - Joe
I'm having a look into this. As it is not a true plugin there are some
changes that are required so that it is multiproduct aware. I think I am
most of the way to working out what these should be and so I will pass on
the details to the maintainer shortly.
Cheers,
Gary
Re: Add and respond to tickets via email
Posted by Joachim Dreimann <jo...@wandisco.com>.
> On 11 Nov 2013, at 08:33, Ryan Ollos <ry...@wandisco.com> wrote:
>
>> On Fri, Nov 8, 2013 at 9:01 AM, Brylie Oxley <br...@nten.org> wrote:
>>
>> Hi all,
>> We are setting up a Helpdesk/documentation management solution. In order to
>> encourage staff acceptance, this tool should require very little of staff.
>> We
>> would like for staff to be able to file a helpdesk ticket by sending an
>> email,
>> and have the helpdesk personnel use the helpdesk tool to organize and
>> respond
>> to tickets. Staff are already familiar with, and frequently using, their
>> email
>> tools, so this is a natural connection.
>>
>> How can we use Bloodhound to support operations and helpdesk staff to
>> communicate efficiently, using familiar tools such as IMAP, GMail, iMail,
>> Thunderbird, Outlook, etc?
>> --
>> Brylie Oxley
>> Data and Systems Coordinator
>> Nonprofit Technology Network
>> http://nten.org
>>
>> It's that time again! Register now <http://www.nten.org/ntc> for the 2014
>> NTC in Washington DC, March 13-15. Early bird rates end Dec. 13, save $300
>> on your #14NTC registration by joining or renewing your NTEN
>> membership<http://www.nten.org/join>.
>>
>> 1020 SW Taylor, #800
>> Portland, OR 97205
>>
>> Phone: 1-415-397-9000
>> Fax: 1-415-814-4056
>>
>> NTEN is a 501(c)3 tax exempt organization.
>
>
> Email2Trac (1) seems to be a popular plugin for Trac that allows converting
> emails to Trac tickets. The plugin hasn't been tested with Bloodhound as
> far as I know, and I'm not sure if it will work with the Multiproduct
> extension in Bloodhound, but I think it would be worth giving it a try. If
> you have any issue, we can help you work through them.
>
> (1) http://trac-hacks.org/wiki/EmailtoTracScript
We have used it successfully with Bloodhound in our company for a similar system. That was in then days before MultiProduct though, so it would be great to hear back from you if you try it Brylie.
- Joe
Re: Add and respond to tickets via email
Posted by Ryan Ollos <ry...@wandisco.com>.
On Fri, Nov 8, 2013 at 9:01 AM, Brylie Oxley <br...@nten.org> wrote:
> Hi all,
> We are setting up a Helpdesk/documentation management solution. In order to
> encourage staff acceptance, this tool should require very little of staff.
> We
> would like for staff to be able to file a helpdesk ticket by sending an
> email,
> and have the helpdesk personnel use the helpdesk tool to organize and
> respond
> to tickets. Staff are already familiar with, and frequently using, their
> email
> tools, so this is a natural connection.
>
> How can we use Bloodhound to support operations and helpdesk staff to
> communicate efficiently, using familiar tools such as IMAP, GMail, iMail,
> Thunderbird, Outlook, etc?
> --
> Brylie Oxley
> Data and Systems Coordinator
> Nonprofit Technology Network
> http://nten.org
>
> It's that time again! Register now <http://www.nten.org/ntc> for the 2014
> NTC in Washington DC, March 13-15. Early bird rates end Dec. 13, save $300
> on your #14NTC registration by joining or renewing your NTEN
> membership<http://www.nten.org/join>.
>
> 1020 SW Taylor, #800
> Portland, OR 97205
>
> Phone: 1-415-397-9000
> Fax: 1-415-814-4056
>
> NTEN is a 501(c)3 tax exempt organization.
Email2Trac (1) seems to be a popular plugin for Trac that allows converting
emails to Trac tickets. The plugin hasn't been tested with Bloodhound as
far as I know, and I'm not sure if it will work with the Multiproduct
extension in Bloodhound, but I think it would be worth giving it a try. If
you have any issue, we can help you work through them.
(1) http://trac-hacks.org/wiki/EmailtoTracScript