[libreoffice-website] Re: Use of OTRS, bugzilla and e-mail

Le 24/04/13 11:32 AM, Florian Effenberger a écrit :
> Hello,
>
> Robert, Alex and I met Monday evening, to discuss the communication
> channels for the infra team, and for getting in touch with us.
>
> Right now, the proposed process [1] is this:
>
> * avoid personal emails when possible
> * if a public topic, mail to the website list
> * if a private topic, mail to the hostmaster alias
> * for ad-hoc things, use IRC, but we might not be reachable all the time
> * plus some bugzilla requests come in
>
> As we are in dire need to optimize our workflows, our plan is to make
> heavy use of OTRS, both for internal admin coordination, as well as for
> the community to reach us.
>
> The new proposal looks like this:
>
> * avoid personal emails when possible
> * if you want to discuss something, use the website list; if a
> task/todo/bug comes out of a discussion, one of the admins will put it
> into OTRS
> * points of contact for wiki, website, mailing list, AskBot and all
> other services will be a handful of OTRS queues, reachable by everyone
> e.g. with askbot@otrs.documentfoundation.org
> * valid tickets, i.e. those that either contain confidential
> information, or those that are tasks/bugs/todos, will be dealt within OTRS
> * mails that are a discussion or support request outside this scope,
> will receive a default text back, stating to go to the website list, and
> the ticket will be closed
> * noteworthy: using BugZilla to contact the infra team will then *not*
> be supported anymore
> * we try to make as many tickets and todos from OTRS public, so everyone
> can see what's going on
> * while the hostmaster alias still works for technical reason, its use
> is not recommended anymore
>
> In general, what do you think about this approach? In case it shows to
> be not working, we can always change back later, but the current
> "contact us through a dozen channels approach" isn't really flying so
> well... :-/
>
> Florian
>
>
> [1] https://wiki.documentfoundation.org/Category:Infrastructure

Well the first thing that comes to mind is "OTRS"?

For those of us who are on the system and trying to lend a hand, we may 
not be that knowledgeable of acronyms, so OTRS = "OpenSource Ticket 
Request System"?  :-)

Cheers,

Marc

--
Marc Paré
Marc@MarcPare.com
http://www.parEntreprise.com
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