Opened 4 months ago

Last modified 4 months ago

#2911 accepted enhancement

emailed tickets

Reported by: pmcguire Owned by: ros
Component: Website Keywords: emailed tickets
Cc: Platform:
UM Version:

Description

Would it be worthwhile to enhance the ticketing system so that users can email to the CMS Helpdesk and a provisional ticket is automatically created (maybe corresponding to a particular Component)?

The CEDA support people have some sort of ticketing system that works by email. But their tickets are not publicly readable/searchable, as far as I know.

People seem to prefer to send emails requesting help rather than creating tickets on the CMS helpdesk website. And I was asked to use the ticketing system. So in the past I have created tickets on the users' behalf and with their permission (redacting sensitive information from emails). I have been trying to get users to create tickets themselves directly on the website, but they don't always do it, and it takes a while for them to do it sometimes. So maybe an email ticketing option could help?

Change History (1)

comment:1 Changed 4 months ago by ros

  • Owner changed from um_support to ros
  • Status changed from new to accepted

Hi Patrick,

With the current Trac system this is not feasible. There is a "trac-hack" which aims to add this feature, and we did trial it a while ago, but it was more trouble than it was worth. It also requires us to run a local mail server to which to forward the emails which, right now, is not viable.

We have also spoken with CEDA about the potential for merging with their helpdesk somehow, however, as you say the major stumbling block is that it is not viewable/searchable either publicly or when logged in, which is essential for our community.

One system I have in mind as a potential replacement does have the emailing feature and much more. For now though people will need to use the web interface.

Regards,
Ros

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