Hi folks, I'm now making use huge of bugzilla for quite a while and now thinking about using it for user support things like this maillist.
An mail robot could be the bridge between classic maillist style and bugzilla: + you write some mail (new thread) to the robot/list address, it opens a new bug and puts in the body subject as bugname and the body as comment. It is also possible to give the robot some meta information w/ using some specific syntax (ie. just like some maillist bots like majordomo have their control syntax). + each new bug is posted to some topic annoucement list (where people subscribe, who want to see new threads) and to the full distribution list (which gets all traffic). + if you reply to some of these mails, their body is added as comment, maybe additional metadata parsed. The result is again posted to the people who subscribed this bug/topic and also the full distribution list. + the mail robot also allows special commands, like subscribing or unsubscribing some topic, fetching all postings of some topic, etc. In comparison to classic maillists, it brings us some cool features: + People can subscribe to single threads (ie. by replying or explicit jumping on the CC list), and later they can unsubscribe themself. + Nice archiving (in an database) along w/ issue metadata. + Some support worklow (ie. if we have some people dedicated to user support, they have an tool for organizing their work). + Duplicate topics can be put together by marking them as duplicate. What do you think about this idea ? cu -- --------------------------------------------------------------------- Enrico Weigelt == metux IT service - http://www.metux.de/ --------------------------------------------------------------------- Please visit the OpenSource QM Taskforce: http://wiki.metux.de/public/OpenSource_QM_Taskforce Patches / Fixes for a lot dozens of packages in dozens of versions: http://patches.metux.de/ --------------------------------------------------------------------- -- [email protected] mailing list
