Who is the audience for this? Will this be a tool used only by developers and node/site administrators or will it be meant to be accessible and used by anyone who might sign up to participate (in any role) at any individual node?
I would include in the possible audiences: 1A. Node Administrators 2A. Developers (to report problems or request helps from other developers) 3A. Anyone signing up on a node (this makes for a big audience, of course they all arent going to use the helpdesk if everything is well designed) In the same vein, what exactly is it that we are supporting? I would guess this will include: 1B. Node setup/configuration 2B. Node customization 3B. RSS aggregation problems 4B. Enhancement Requests to MetaDean 5B. Bug Reports to MetaDean 6B.... What about things like the "frontroom". Presumably, someone could have a problem with signing up...is all of that meant to come to one technical help desk? There are a lot of projects here, many of which are apparently modules to a bigger project, but some that appear less connected. I think the answers to your questions in defining the fields in the help desk system depend on who it is that is going to utilize and benefit from this. Sorry if I'm getting off-track or making this too complicated, but I'm still trying to get a grasp on the big picture here and if we're planning support for one tool and one small audience...or something larger? A lot of my background is in software support and IT/deskside support....hopefully I can help with more direct answers to your questions once I understand more of who/what we're targeting. Thanks, Steven On Thu, 24 Jul 2003, Moshe Weitzman wrote: > Folks - I have the Drupal project.module running at > http://dean.sourceforge.net/project and at http://dean.tejasa.com. But > it hasn't been configured at all for our purposes. Please don't panic > yet about its design or functionality. > > I'd like some suggestions about what our data set looks like. Let's > start by looking at the drupal.org projects at > http://drupal.org/project. There you will see: > > 4 projects entitled "Contributions", "Drupal", etc > 3 item types - Bugs, Features, Tasks > > Now browse to http://drupal.org/project/update/2305. Scroll to the form > at bottom of the page. You see: > > Areas > Versions > 'Assigned To' list > > I can configure all of these fields, but need help on what the right > terms and areas and such are for us. > > > > > > > > > > >
