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Hi folks, |
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|
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I'm now making use huge of bugzilla for quite a while and now |
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thinking about using it for user support things like this maillist. |
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|
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An mail robot could be the bridge between classic maillist style |
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and bugzilla: |
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|
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+ you write some mail (new thread) to the robot/list address, |
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it opens a new bug and puts in the body subject as bugname and |
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the body as comment. It is also possible to give the robot some |
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meta information w/ using some specific syntax (ie. just like |
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some maillist bots like majordomo have their control syntax). |
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|
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+ each new bug is posted to some topic annoucement list (where |
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people subscribe, who want to see new threads) and to the full |
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distribution list (which gets all traffic). |
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|
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+ if you reply to some of these mails, their body is added as |
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comment, maybe additional metadata parsed. The result is again |
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posted to the people who subscribed this bug/topic and also |
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the full distribution list. |
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|
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+ the mail robot also allows special commands, like subscribing |
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or unsubscribing some topic, fetching all postings of some |
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topic, etc. |
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|
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In comparison to classic maillists, it brings us some cool features: |
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|
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+ People can subscribe to single threads (ie. by replying or explicit |
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jumping on the CC list), and later they can unsubscribe themself. |
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|
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+ Nice archiving (in an database) along w/ issue metadata. |
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|
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+ Some support worklow (ie. if we have some people dedicated to user |
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support, they have an tool for organizing their work). |
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|
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+ Duplicate topics can be put together by marking them as duplicate. |
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|
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|
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What do you think about this idea ? |
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|
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|
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cu |
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-- |
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--------------------------------------------------------------------- |
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Enrico Weigelt == metux IT service - http://www.metux.de/ |
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--------------------------------------------------------------------- |
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Please visit the OpenSource QM Taskforce: |
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http://wiki.metux.de/public/OpenSource_QM_Taskforce |
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Patches / Fixes for a lot dozens of packages in dozens of versions: |
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http://patches.metux.de/ |
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gentoo-user@g.o mailing list |