Before someone else does, I should correct two errors in the same paragraph:
> automating the management of this "helpdesk". (I am aware of Reqng
> but would prefer to use something more mainstream).
1. I should be using the term "request tracking" rather than the more
general "helpdesk";
2. Reqng is about as mainstream as request trackers come.
Rather, I suspect (hope) we don't need a specialized request tracking system.
a) Our requirements are rather unsophisticated: for example we don't need
the concepts of "give" and "take" responsibility for a request -
generally there is quite a bit of internal discussion on any nontrivial
request;
b) I want something which doesn't assume the members of the support team
have accounts on the server;
c) I want something with a web interface which doesn't use frames.
Andrew
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