Feature #9803

Call for a meeting to refine requirements for help desk request tracker

Added by mercedes508 2015-07-24 08:12:52 . Updated 2018-06-28 14:42:41 .

Status:
Resolved
Priority:
Normal
Assignee:
Category:
Infrastructure
Target version:
2018
Start date:
Due date:
% Done:

0%

Feature Branch:
Type of work:
Research
Blueprint:

https://tails.boum.org/blueprint/RT_for_help_desk/

Starter:
Affected tool:
Deliverable for:

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 - Feature #12262: Make WhisperBack logs available to developers to query 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

#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.

#20 Updated by Anonymous 2018-01-15 14:09:37

  • Target version changed from 2017 to 2018

2017 is over.

#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!