[Trac] Is anyone using Trac as a helpdesk tool?
Hi folks. As the subject says, I'm looking at using Trac as a helpdesk tool and I wondered if anyone else was using it in this way? Have you tried it and abandoned it, or better yet tried it and found it does everything you need? I searched the list archives for helpdesk and help desk and only found only a handful of threads, from 2009 and earlier. Google doesn't turn up much either. Does this seem like a sensible use of Trac or should I be considering something else entirely to manage helpdesk ticket lifecycle? Thanks, Dan -- You received this message because you are subscribed to the Google Groups Trac Users group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
Re: [Trac] Is anyone using Trac as a helpdesk tool?
Dan North skrev 04/01/11 11:45: Hi folks. As the subject says, I'm looking at using Trac as a helpdesk tool and I wondered if anyone else was using it in this way? Have you tried it and abandoned it, or better yet tried it and found it does everything you need? I searched the list archives for helpdesk and help desk and only found only a handful of threads, from 2009 and earlier. Google doesn't turn up much either. Does this seem like a sensible use of Trac or should I be considering something else entirely to manage helpdesk ticket lifecycle? We are using trac as a help desk tool of sorts -- and it fits our (very limited) needs well. We are still mostly using trac internally to share and document information among administrators, not so much as a user facing (visible) tool. We are planning to move our support-(email)-list over to defaulting to creating trac-tickets, but are still doing this on a case by case basis, triaging out trivial issues that we don't need to document for posterity. Depending on your needs, and idea of what a help desk system is -- trac can work well -- it's very customizable, and has reasonable email integration via email2trac[1]. To the best of my knowledge the main missing feature is an easy, automated way of escalating tickets based on age. But various workarounds should be possible, perhaps using the xmlrpc-plugin[2] in combination with a few scripts run by cron. [1] https://subtrac.sara.nl/oss/email2trac [2] http://trac-hacks.org/wiki/XmlRpcPlugin Best regards, -- .---. Eirik Schwenke eirik.schwe...@nsd.uib.no ( NSD ) Harald Hårfagresgate 29Rom 150 '---' N-5007 Bergentlf: (555) 889 13 GPG-key at pgp.mit.edu Id 0x8AA3392C signature.asc Description: OpenPGP digital signature
Re: [Trac] Is anyone using Trac as a helpdesk tool?
Quoting Dan North d...@dannorth.net: Does this seem like a sensible use of Trac or should I be considering something else entirely to manage helpdesk ticket lifecycle? In my company we have one instance of Trac as the help desk system. Pros: - we use other Trac instances for development, no need for yet another system for help desk - integration of tickets and wiki is very useful, e.g. typical customer problems and solutions can be described in wiki pages - email2trac creates tickets automatically and appends to tickets - Trac has with its many plugins many features you might need, while most other systems cannot be enhanced easily Cons: - reply to customers not integrated in Trac, you still have to use MUA (notification is not an option, as internal changes should not be sent to the customer) - if customers reply doesn't contain existing ticket number, a new ticket is erronously created, but there is no easy way to merge tickets (see #3006) - spam protection does not always work perfectly - no integration into customer data base, e.g. contact data like telephone, nor integration with any CTI or VoIP tool HTH -- You received this message because you are subscribed to the Google Groups Trac Users group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
Re: [Trac] Git trac 0.12 post receive hook problem
On 12/21/2010 01:49 AM, tony wrote: Hi! We activated the DEBUG with a commit (see attached file) and we could not identity any problem (there is a line that says 'Failed to load Subversion bindings', but I am not sure this is relevant due we use git) I believe it is. An ImportError is fatal, if I remember correctly. -- Matthew Caron Build Engineer Sixnet | www.sixnet.com O +1 518 877 5173 Ext. 138 F +1 518 602 9209 matt.ca...@sixnet.com -- You received this message because you are subscribed to the Google Groups Trac Users group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
Re: [Trac] compile problem trac=0.12 with babel
On 1/3/2011 10:05 PM, Holger Bruenjes wrote: Hello Am 2011-01-03 11:04, schrieb Christian Boos: On 1/2/2011 11:29 PM, Holger Bruenjes wrote: Hello I will compile Trac=0.12.1, but I have problem with babel I installed babel 0.9.5 first and run in locale ERROR Trac-0.12.1 # python ./setup.py build running build running compile_catalog_js Traceback (most recent call last): File ./setup.py, line 136, inmodule **extra File /usr/lib/python2.7/distutils/core.py, line 152, in setup How did you install Babel? I have just done it agin ... but, when I use easy_install -z Babel==0.9.5 then Trac compiled with error ... and even that still worked for me. Which version of easy_install are you using? I was using setuptools-0.6c12 (on Linux). -- Christian -- You received this message because you are subscribed to the Google Groups Trac Users group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
Re: [Trac] compile problem trac=0.12 with babel
Hallo
Am 2011-01-04 19:50, schrieb Christian Boos:
but, when I use
easy_install -z Babel==0.9.5
then Trac compiled with error
... and even that still worked for me. Which version of easy_install are
you using? I was using setuptools-0.6c12 (on Linux).
I installed on Linux
it does not work :-(
easy_install -U setuptools
Best match: setuptools 0.6c12dev-r85381
easy_install pytz==2010o
easy_install -z Babel==0.9.5
easy_install Genshi==0.6
easy_install Trac==0.12.1
File /usr/bin/easy_install, line 8, in module
load_entry_point('setuptools==0.6c12dev-r85381',
'console_scripts', 'easy_install')()
File build/bdist.linux-i686/egg/babel/core.py, line 212, in parse
File build/bdist.linux-i686/egg/babel/core.py, line 137, in
__init__
babel.core.UnknownLocaleError: unknown locale 'ca'
hmm, than I use Babel witout -z
Thanks
Holger
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[Trac] Environment needs to be upgraded but already upgraded, catch 22
Hi, This post is some kind of upgrade to ticket with subject 0.96 - 0.10 TracError: The Trac Environment needs to be upgraded. In my case when upgrading from 0.11 to 0.12 via the web interface i received a message telling me to upgrade the database, but surprise, when running the upgrade in the console using trac-admin xxx upgrade, the system said that the database was already upgraded.. i fall in some kind of catch 22. The aforementioned message posted by Sven Schmidt gives the solution, but the library name changed from trac.scripts.admin to trac.admin.console, and so i decided to issue this ticket. The technique lies in calling the upgrade method directly from python: t...@gondor:~$ python from trac.admin.console import run run(['/home/trac/xxx-site', 'upgrade']) Bye, Hans -- You received this message because you are subscribed to the Google Groups Trac Users group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
Re: [Trac] Is anyone using Trac as a helpdesk tool?
On Tue, Jan 4, 2011 at 5:45 AM, Dan North d...@dannorth.net wrote: Hi folks. As the subject says, I'm looking at using Trac as a helpdesk tool and I wondered if anyone else was using it in this way? Have you tried it and abandoned it, or better yet tried it and found it does everything you need? I searched the list archives for helpdesk and help desk and only found only a handful of threads, from 2009 and earlier. Google doesn't turn up much either. Does this seem like a sensible use of Trac or should I be considering something else entirely to manage helpdesk ticket lifecycle? Thanks, Dan I used it at a past company and liked it. The inability to merge tickets is a problem, but not insurmountable. I'm getting ready to hopefully replace RT at my current company with Trac. Here is a list of plugins I used at my last company, this was some time ago, so not all these may be needed or useful given the latest version of trac. We used private wiki portion to have public and private parts of the wiki which was really useful. So we could use the wiki to document to user so sometimes they didn't need to put a ticket in, b/c the wiki could answer their question. If you needs are simple it should work quite well. Adding and tweaking fields will be of value to you. AutocompleteUsers-0.4.1-py2.5.egg BatchModify-0.2.0-py2.4.egg BatchModify-0.2.0-py2.5.egg BlackMagicTicketTweaks-0.1-py2.5.egg BreadCrumbsNavPlugin-0.1-py2.4.egg NavAdd-0.1-py2.5.egg NoteBox-0.1.dev-py2.5.egg PrivateWikis-1.0.0-py2.5.egg TicketBox.py TicketCharts.py TicketValidator-0.1-py2.5.egg TracAccountManager-0.2.1dev-py2.5.egg TracAddHeadersPlugin-0.1-py2.5.egg TracAdvParseArgsPlugin-0.1.-py2.5.egg TracAuthRequired-0.3.1-py2.5.egg TracDateField-1.0.1-py2.5.egg TracHTTPAuth-1.1-py2.5.egg TracNav-3.92-py2.5.egg TracNewsFlash-1.0.1-py2.5.egg TracNoAnonymous-2.0-py2.4.egg TracPrivateTickets-2.0.2-py2.5.egg TracUserManagerPlugin-0.3-py2.5.egg TracWysiwyg-0.2-py2.5.egg Tracticketstats-1.0-py2.4.egg openFlashChart.py openFlashChart_elements.py openFlashChart_varieties.py ticket_clone.py.bak Sorry for not having a better list, I only got a plugins directory listing after I left. You should be able to find them on on track hacks though. 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 trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
Re: [Trac] Moving trac to a new server
I think that trac-admin hotcopy command should help you. Alind Sharma From: Erik Andersson kir...@gmail.com To: trac-users@googlegroups.com Sent: Sun, 2 January, 2011 12:36:40 AM Subject: Re: [Trac] Moving trac to a new server Check in trac.ini. [trac]-section, parameter database. http://trac.edgewall.org/wiki/0.11/TracIni#trac-section http://trac.edgewall.org/wiki/TracIni#trac-section Cheers / Erik On Thu, Dec 30, 2010 at 3:41 AM, TimBooher a...@theboohers.org wrote: I just moved to a new server and want to get my trac setup again. I am hoping to integrate with git, but will settle for svn for now as that is what I was using before. I just copied /old/path/MyTrac to /var/lib/trac/MyNewTrac/ so I get: -rwxrwxrw- 1 www-data www-data 98 Dec 29 21:05 README -rwxrwxrw- 1 www-data www-data 27 Dec 29 21:05 VERSION drwxrwxrw- 3 www-data www-data 4096 Nov 26 21:19 attachments drwxrwxrw- 2 www-data www-data 4096 Nov 26 21:19 conf drwxrwxrw- 2 www-data www-data 4096 Dec 29 21:36 db drwxrwxrw- 2 www-data www-data 4096 Nov 26 21:19 htdocs drwxrwxrw- 2 www-data www-data 4096 Nov 26 21:19 log drwxrwxrw- 2 www-data www-data 4096 Nov 26 21:19 plugins drwxrwxrw- 2 www-data www-data 4096 Nov 26 21:19 templates drwxrwxrw- 2 www-data www-data 4096 Nov 26 21:19 trac drwxrwxrw- 6 www-data www-data 4096 Nov 26 21:19 webadmin drwxrwxrw- 2 www-data www-data 4096 Nov 26 21:19 wiki-macros db has trac.db trac.db.20.bak trac.db.21.bak so it looks like i was using sqllite -- but i am not sure. What is the best way to transfer the trac site? I have the entire old server mounted as a directory on the new server. Thanks for any help. Best, Tim -- You received this message because you are subscribed to the Google Groups Trac Users group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en. -- You received this message because you are subscribed to the Google Groups Trac Users group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en. -- You received this message because you are subscribed to the Google Groups Trac Users group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
Re: [Trac] Is anyone using Trac as a helpdesk tool?
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 -- You received this message because you are subscribed to the Google Groups Trac Users group. To post to this group, send email to trac-us...@googlegroups.com. To unsubscribe from this group, send email to trac-users+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/trac-users?hl=en.
