Feature #9803
Call for a meeting to refine requirements for help desk request tracker
0%
Description
Gather requirements from frontdesk and other interested parties about a tool to better handle users report and support.
Requirements need to be refined and revised by other teams, for example regarding user’s privacy.
Team: emmapeel, sajolida
Subtasks
Related issues
Related to Tails - |
Rejected | 2017-02-25 | |
Blocks Tails - Bug #9805: Choose a tool for the request tracker for help desk | Confirmed | 2015-07-24 | |
Blocks Tails - Bug #11744: Experiment with RT against our requirements | Confirmed | 2016-08-29 |
History
#1 Updated by sajolida 2015-07-30 00:39:08
- Subject changed from Define requirements for futur frontdesk tool to Define requirements for futur frontdesk CRM
#2 Updated by sajolida 2015-07-30 01:15:04
- Tracker changed from Bug to Feature
- Assignee set to emmapeel
- Feature Branch set to https://tails.boum.org/blueprint/CRM_for_frontdesk/
This is on our roadmap for 2016. Emma Peel, I created yourself a blueprint to start gathering requirements: https://tails.boum.org/blueprint/CRM_for_frontdesk/
#3 Updated by emmapeel 2015-07-30 01:50:40
ok, scratched some notes i had from meetings, and asked for more input.
But can we not call it CRM? It has some spooky panopticon corporate connotations.
Better ‘help desk issue tracking software’, I feel, for what we want to do.
CRM in wikipedia (excerpt):
Customer relationship management (CRM) is an approach to managing a company’s interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.
#4 Updated by kytv 2015-07-30 02:00:23
- Subject changed from Define requirements for futur frontdesk CRM to Define requirements for future frontdesk CRM
#5 Updated by kytv 2015-07-30 02:02:58
- Feature Branch deleted (
https://tails.boum.org/blueprint/CRM_for_frontdesk/) - Blueprint set to https://tails.boum.org/blueprint/CRM_for_frontdesk/
#6 Updated by intrigeri 2015-08-03 05:03:36
- Category set to Infrastructure
#7 Updated by sajolida 2015-08-10 11:29:34
- Parent task set to Bug #9960
#8 Updated by sajolida 2015-08-14 11:43:21
- Description updated
- Target version set to 2016
#9 Updated by sajolida 2016-02-03 15:45:22
- Type of work changed from Discuss to Research
#10 Updated by Dr_Whax 2016-08-20 13:34:17
- Description updated
#11 Updated by sajolida 2016-08-29 10:57:07
- Subject changed from Define requirements for future frontdesk CRM to Define requirements for future request tracker for help desk
Emma: is this ready for review? Maybe you could have a look at what’s on the blueprint again and tell me if you think it’s ready? Then I’ll have a look and we could also ask for review by the rest of the help desk.
NB: Yeah, I’d like to start moving from calling you guys “frontdesk” to “help desk” :)
#12 Updated by intrigeri 2017-01-07 09:14:41
- Target version changed from 2016 to 2017
2016 is not a thing anymore.
#13 Updated by elouann 2017-01-11 15:27:57
- Blueprint changed from https://tails.boum.org/blueprint/CRM_for_frontdesk/ to https://tails.boum.org/blueprint/RT_for_help_desk/
The blueprint was renamed
#14 Updated by BitingBird 2017-08-28 19:47:42
emmapeel, do you still plan to work on that? if not, de-assign yourself and remove the target version please :)
#15 Updated by intrigeri 2017-08-30 09:51:18
- blocks Feature #14524: Estimate budget for request tracker for help desk added
#16 Updated by intrigeri 2017-08-30 09:52:09
- blocks Bug #9805: Choose a tool for the request tracker for help desk added
#17 Updated by intrigeri 2017-08-30 09:52:23
- blocked by deleted (
Feature #14524: Estimate budget for request tracker for help desk)
#18 Updated by intrigeri 2017-08-30 09:53:16
- blocks Bug #11744: Experiment with RT against our requirements added
#19 Updated by sajolida 2017-08-30 10:16:54
- Subject changed from Define requirements for future request tracker for help desk to Call for a meeting to refine requirements for help desk request tracker
- Assignee changed from emmapeel to sajolida
I’ll take this one over and call for a meeting about that.
#21 Updated by sajolida 2018-01-21 12:08:24
- related to
Feature #12262: Make WhisperBack logs available to developers to query added
#22 Updated by sajolida 2018-06-28 14:42:41
- Status changed from Confirmed to Resolved
- Assignee deleted (
sajolida)
Done!