https://bugzilla.wikimedia.org/show_bug.cgi?id=22741
--- Comment #6 from [email protected] 2010-05-30 15:33:45 UTC --- The IP-address is for OTRS-work some vital piece of information to adequately response to the request of a customer. Approximately 83% of all inquiries that arrive at info-nl cannot be solved without the IP-address (e.g. to aid on blocked [proxy- users, received IP-warnings, and so on…). I explicitly asked to send the IP-address in all cases, because almost no inquiry can be acted upon without it, lowering first time call solutions. Secondly, if users e-mail OTRS themselves via e-mail, we almost always receive their IP-address in the header information (Gmail is one of the few exceptions). Therefore, this extension currently – even with the said checkbox - provides us with less information than a normal e-mail does; making it for OTRS agents more desirable to have customers e-mail us directly instead of using the contact form. Thirdly, most users who use the mail-form are somewhat older, and not as technically-gifted as our younger generation. Asking them if they want to provide an “IP-address” is the same as asking them if they’d like a cup of tea in Chinese: they have no idea what you’re talking about. This provides an important (negative) service barrier, and I’m not willing to throw a barrier on an extension service (mail-form) when people could also just e-mail. Bringing it all together, the IP-address provides vital information that OTRS agents cannot do without. The information we gain from this extension is less than the information we gain from a normal e-mail and on top of that, asking customers to send their IP-address provides a servicebarrier. Please enable this extension, without asking customers to send their IP-address. Thank you. On a related note: We do not need the IP-address of logged-in users, only of anonymous users. -- Configure bugmail: https://bugzilla.wikimedia.org/userprefs.cgi?tab=email ------- You are receiving this mail because: ------- You are the assignee for the bug. You are on the CC list for the bug. _______________________________________________ Wikibugs-l mailing list [email protected] https://lists.wikimedia.org/mailman/listinfo/wikibugs-l
