Gentoo Archives: gentoo-user

From: Enrico Weigelt <weigelt@×××××.de>
To: gentoo-user <gentoo-user@l.g.o>
Subject: [gentoo-user] OT: Bugzilla as support system w/ maillist integration
Date: Thu, 27 Jul 2006 13:19:45
Message-Id: 20060727130936.GB14381@nibiru.local
1 Hi folks,
2
3 I'm now making use huge of bugzilla for quite a while and now
4 thinking about using it for user support things like this maillist.
5
6 An mail robot could be the bridge between classic maillist style
7 and bugzilla:
8
9 + you write some mail (new thread) to the robot/list address,
10 it opens a new bug and puts in the body subject as bugname and
11 the body as comment. It is also possible to give the robot some
12 meta information w/ using some specific syntax (ie. just like
13 some maillist bots like majordomo have their control syntax).
14
15 + each new bug is posted to some topic annoucement list (where
16 people subscribe, who want to see new threads) and to the full
17 distribution list (which gets all traffic).
18
19 + if you reply to some of these mails, their body is added as
20 comment, maybe additional metadata parsed. The result is again
21 posted to the people who subscribed this bug/topic and also
22 the full distribution list.
23
24 + the mail robot also allows special commands, like subscribing
25 or unsubscribing some topic, fetching all postings of some
26 topic, etc.
27
28 In comparison to classic maillists, it brings us some cool features:
29
30 + People can subscribe to single threads (ie. by replying or explicit
31 jumping on the CC list), and later they can unsubscribe themself.
32
33 + Nice archiving (in an database) along w/ issue metadata.
34
35 + Some support worklow (ie. if we have some people dedicated to user
36 support, they have an tool for organizing their work).
37
38 + Duplicate topics can be put together by marking them as duplicate.
39
40
41 What do you think about this idea ?
42
43
44 cu
45 --
46 ---------------------------------------------------------------------
47 Enrico Weigelt == metux IT service - http://www.metux.de/
48 ---------------------------------------------------------------------
49 Please visit the OpenSource QM Taskforce:
50 http://wiki.metux.de/public/OpenSource_QM_Taskforce
51 Patches / Fixes for a lot dozens of packages in dozens of versions:
52 http://patches.metux.de/
53 ---------------------------------------------------------------------
54 --
55 gentoo-user@g.o mailing list

Replies

Subject Author
Re: [gentoo-user] OT: Bugzilla as support system w/ maillist integration Hans-Werner Hilse <hilse@×××.de>
Re: [gentoo-user] OT: Bugzilla as support system w/ maillist integration Randy Barlow <randy@×××××××××××××××××.com>