On 5 jan 2011, at 15:16, Flatfender wrote: > 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. > Maybe this hack for email2trac is also useful for others. Cn you post this diff?
> On Wed, Jan 5, 2011 at 1:50 AM, Rainer Sokoll <[email protected]> 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 [email protected]. > To unsubscribe from this group, send email to > [email protected]. > For more options, visit this group at > http://groups.google.com/group/trac-users?hl=en. > -- Bas van der Vlies [email protected] -- You received this message because you are subscribed to the Google Groups "Trac Users" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
