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 > > >> > > >> It's that time again! Register now <http://www.nten.org/ntc> for the > > 2014 > > >> NTC in Washington DC, March 13-15. Early bird rates end Dec. 13, save > > $300 > > >> on your #14NTC registration by joining or renewing your NTEN > > >> membership<http://www.nten.org/join>. > > >> > > >> 1020 SW Taylor, #800 > > >> Portland, OR 97205 > > >> > > >> Phone: 1-415-397-9000 > > >> Fax: 1-415-814-4056 > > >> > > >> NTEN is a 501(c)3 tax exempt organization. > > > > > > > > > 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 ... -- Regards, Olemis - @olemislc
