Re: [Trac] Is anyone using Trac as a helpdesk tool?
On Wed, Jan 5, 2011 at 10:17 AM, Bas van der Vlies b...@sara.nl wrote: On 5 jan 2011, at 15:16, Flatfender wrote: Yeah we hacked trac and the email2trac to do AD lookups and fill in the user records automagically so that we always had consistent info. Maybe this hack for email2trac is also useful for others. Cn you post this diff? I don't work there anymore, it's been 18 months since I touched it. I'll have to dig at home to find the code, I'm pretty sure I have it. I'm not sure what version of email2trac it's against either. It will take me a few days before I can post it back. -- 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?
Yeah we hacked trac and the email2trac to do AD lookups and fill in the user records automagically so that we always had consistent info. On Wed, Jan 5, 2011 at 1:50 AM, Rainer Sokoll rai...@sokoll.com wrote: 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 Yeah we hacked trac and the email2trac to do AD lookups and fill in the user records automagically so that we always had consistent info. And I'll second that the limitations for our purposes we're livable. 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] Is anyone using Trac as a helpdesk tool?
Yeah, I was expecting to have to hack up some XML-RPC cron scripts or get into some Python, so that's not a big deal. Thanks, Dan On Tue, Jan 4, 2011 at 11:56 AM, Eirik Schwenke eirik.schwe...@nsd.uib.nowrote: 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 -- 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 5 jan 2011, at 15:16, Flatfender wrote: Yeah we hacked trac and the email2trac to do AD lookups and fill in the user records automagically so that we always had consistent info. Maybe this hack for email2trac is also useful for others. Cn you post this diff? On Wed, Jan 5, 2011 at 1:50 AM, Rainer Sokoll rai...@sokoll.com wrote: 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 Yeah we hacked trac and the email2trac to do AD lookups and fill in the user records automagically so that we always had consistent info. And I'll second that the limitations for our purposes we're livable. 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. -- Bas van der Vlies b...@sara.nl -- 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 1/5/11 3:16 PM, Flatfender wrote:
Yeah we hacked trac and the email2trac to do AD lookups and fill in
the user records automagically so that we always had consistent info.
And I'll second that the limitations for our purposes we're livable.
We do this via a cron job:
#!/bin/sh
#
for user in `sqlite3 $1 'select distinct sid from session_attribute;'`; do
#
EMAIL=`sqlite3 $1 select sid,value from session_attribute \
where name='email' and sid='$user';`
if [ x${EMAIL} == x ] ; then
LCUSER=`echo $user | tr [:upper:] [:lower:]`
EMAIL=`/root/bin/GetLDAPEMailForUser.pl $LCUSER`
if [ x${EMAIL} != x ] ; then
sqlite3 $1 insert into session_attribute \
values('$user',1,'email','${EMAIL}');
echo Added ${EMAIL} for user $user in trac.db
fi
fi
done
To write GetLDAPEMailForUser.pl is up to the reader ;-)))
Rainer
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Re: [Trac] Is anyone using Trac as a helpdesk tool?
On 5 jan 2011, at 16:22, Dan North wrote: Thanks - that's a really useful list of plugins. If I can get autocomplete-users working with ldap integration I'll be a happy man! We have patched autocomplete-users to support ldap and set the session attriibutes for the users. So email is also working ;-) On Wed, Jan 5, 2011 at 2:05 AM, Flatfender flatfen...@gmail.com wrote: 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. -- 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. -- Bas van der Vlies b...@sara.nl -- 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?
Hi Rainer. On Wed, Jan 5, 2011 at 6:50 AM, Rainer Sokoll rai...@sokoll.com wrote: 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. That sounds fantastic. Do you mind if I ask what size of company you're using it in and what they do? The reason I'm asking is to understand if you're working for a mostly technical organisation, or if lots of your helpdesk users are non-technical. Thanks, Dan 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.comtrac-users%2bunsubscr...@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.
[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] 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] 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.
