Yeah, I was expecting to have to hack up some XML-RPC cron scripts or get into some Python, so that's not a big deal.
Thanks, Dan On Tue, Jan 4, 2011 at 11:56 AM, Eirik Schwenke <eirik.schwe...@nsd.uib.no>wrote: > Dan North skrev 04/01/11 11:45: > > Hi folks. > > > > As the subject says, I'm looking at using Trac as a helpdesk tool and I > > wondered if anyone else was using it in this way? Have you tried it and > > abandoned it, or better yet tried it and found it does everything you > need? > > > > I searched the list archives for "helpdesk" and "help desk" and only > found > > only a handful of threads, from 2009 and earlier. Google doesn't turn up > > much either. > > > > Does this seem like a sensible use of Trac or should I be considering > > something else entirely to manage helpdesk ticket lifecycle? > > > > We are using trac as a help desk tool of sorts -- and it fits our (very > limited) needs well. We are still mostly using trac internally to share > and document information among administrators, not so much as a user > facing (visible) tool. > > We are planning to move our support-(email)-list over to defaulting to > creating trac-tickets, but are still doing this on a case by case basis, > triaging out trivial issues that we don't need to document for posterity. > > Depending on your needs, and idea of what a "help desk system" is -- > trac can work well -- it's very customizable, and has reasonable email > integration via email2trac[1]. > > To the best of my knowledge the main missing feature is an easy, > automated way of escalating tickets based on age. But various > workarounds should be possible, perhaps using the xmlrpc-plugin[2] in > combination with a few scripts run by cron. > > > [1] https://subtrac.sara.nl/oss/email2trac > [2] http://trac-hacks.org/wiki/XmlRpcPlugin > > > Best regards, > > -- > .---. Eirik Schwenke <eirik.schwe...@nsd.uib.no> > ( NSD ) Harald Hårfagresgate 29 Rom 150 > '---' N-5007 Bergen tlf: (555) 889 13 > > GPG-key at pgp.mit.edu Id 0x8AA3392C > > -- 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.
