On Fri, 18 May 2007 10:18:20 -0400 "Nicholas Tang" <[EMAIL PROTECTED]> wrote:
> This is a really interesting concept. How would you deal with a.) > priorities, b.) due dates, c.) simultaneous multiple users, and finally > d.) performance? > > (The reason I ask about the last point is because we currently have ~200 > non-closed (open, new, stalled, etc.) tickets, some of which have > threads 20+ replies long. Even with an average of 2 replies per ticket, > that's still 600 emails, which would have to be read in, parsed, and > processed every time a user does anything. Admittedly for just updating > tickets I'd assume it's ok if there's a delay, but when you're trying to > read through a ticket's history or do some queue management, it sounds > pretty ugly.) Hi Nicholas, If you want a really sophisticated tracker then this solution would not be for you. You could do some of these thing though. You would need an actual database but considering you need to consistently generate new ticket numbers, you probably need one anyway. Then you could hang all sorts of ticket metadata off of that. That information would not be accessible through email however. There would have to be a separate web screen for that. I'm sure there are a lot of people doing support entirely through email right now (we are). So this is a nice gentle step up without changing the procedures too much. Support personnel can continue to just do everything with emails (but with an occasional ticket number fixup) while devs can give interesting things a priority so that it shows up in some colorful web table with priority, status, SquirrelMail links, etc. Than maybe later on when they want something more sophisticated they upgrade to Eventum or Trac. Mike -- Michael B Allen PHP Active Directory Kerberos SSO http://www.ioplex.com/ _______________________________________________ New York PHP Community Talk Mailing List http://lists.nyphp.org/mailman/listinfo/talk NYPHPCon 2006 Presentations Online http://www.nyphpcon.com Show Your Participation in New York PHP http://www.nyphp.org/show_participation.php
