On 11/11/13 17:46, Olemis Lang wrote:
On Mon, Nov 11, 2013 at 12:13 PM, Gary Martin <[email protected]>wrote:
On 11 November 2013 09:10, Joachim Dreimann
<[email protected]>wrote:
On 11 Nov 2013, at 08:33, Ryan Ollos <[email protected]> wrote:
On Fri, Nov 8, 2013 at 9:01 AM, Brylie Oxley <[email protected]> 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
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2014
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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
