On Mon, 2006-07-10 at 14:17 -0400, Elliot Lee wrote:
On Jul 10, 2006, at 12:57, Mike McGrath wrote:
> I've created a basic ticketing workflow system for OTRS. http://
> It's a quick tutorial on how to lock, email, comment and resolve a
> ticket. The trick is to make sure we all use the system but not
> have it be a huge bottle neck with so much overhead that its a
> headache. As always any comments are welcome. We've had the
> system for a while now but still with few tickets. What do you
> guys think of it?
Looks cool to me! I think the main thing remaining to do is just
nagging people to use it, until they do. That could mean sending a
personal note (with this URL included) to each of the teams that is
supposed to respond to a queue.
The other half of getting people to use OTRS is sending reminders via
e-mail of tickets people should be paying attention to. Is there a
way to do that?
I had a script for RT that went through the ticket database and sent a
message to each user with open tickets giving them a list of their
tickets and a link to the ticket within RT. I might be able to modify it
Ryan Ordway E-mail: ryan.ordway(a)oregonstate.edu
Unix Systems Administrator rordway(a)library.oregonstate.edu
Oregon State University Libraries
121 The Valley Library Office: The Valley Library #4657
Corvallis, OR 97331