Yeah we hacked trac and the email2trac to do AD lookups and fill in the user records automagically so that we always had consistent info.
On Wed, Jan 5, 2011 at 1:50 AM, Rainer Sokoll <rai...@sokoll.com> wrote: > On 1/4/11 11:45 AM, Dan North wrote: > >> Does this seem like a sensible use of Trac or should I be considering >> something else entirely to manage helpdesk ticket lifecycle? > > We use trac for our internal helpdesk for about 5 years now. > All modules but the wiki module and the ticket module are disabled. > Pros: > Once it is installed and configured, it is a fire-and-forget solution. > Ability to open tickets via email (email2trac). Fine grained ticket > permissions via plugin. > Cons: > No escalation. No remainders when a tickets gets overdue. No way (at > least I found none) to force users to set their email address at first > login - no emails are sent out to the reporter then. Most users don't > care about the wiki syntax, so often the formatting is messed up. No way > to merge tickets. > In summary: To me, trac is a really good helpdesk tool. I can live with > its limitations. It is worth a try. > > Rainer Yeah we hacked trac and the email2trac to do AD lookups and fill in the user records automagically so that we always had consistent info. And I'll second that the limitations for our purposes we're livable. Matt P. -- You received this message because you are subscribed to the Google Groups "Trac Users" group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
