John Peacock wrote:
I would have thought that you would have gotten the previous message from RT
(which I thought was the correct "Requester gets this" and not the, to my mind,
mostly useless "just add some random note to RT that no one will ever see
without hunting it down"). Sorry...
It may not be useful in this scenario, but it is very useful when using
RT for customer support requests. The support team can comment on
requests without them going to the requestor. A "proper" response can be
sent to the requestor when the support team has decided such a response
is ready to be sent.
Obviously you need to be careful to use the correct address, but it's a
lot better than the typical support scenario:
- Ticket raised
- Discussion in email between the support staff
- Sanitised response to requestor
- Dig through mailboxes to work out how to actually resolve the problem
- Find that the person who knows is on holidays
- ...
With RT the internal and sanitised views can be kept in the same place.
Part of the issue is that (IMO) RT is not the correct tool for
development bug tracking. Issue tracking and development bug tracking
are different beasts with quite different lifecycles.
That's why I use RT for customer support and Bugzilla for development.
The customer support world is about getting the customer issue resolved
as quickly as reasonable, whether that is through a workaround, patch or
hand-holding. The development world is about ensuring that the problem
gets fixed in the longer term. The two worlds need to align for long
term survival, but they have different expectations and timeframes.
Thanks,
Gordon
