Bug #9805

Choose a tool for the request tracker for help desk

Added by mercedes508 2015-07-24 08:16:14 . Updated 2018-09-07 11:18:40 .

Status:
Confirmed
Priority:
Normal
Assignee:
Category:
Infrastructure
Target version:
Start date:
2015-07-24
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

An application to help Frontdesk on the sorting, searching and analysis of user feedback, statistics about
most common issues, working/non-working hardware, make it easy to ensure everything is answered, etc.

Team: emmapeel, sajolida

Subtasks

Related issues

Blocked by Tails - Feature #9803: Call for a meeting to refine requirements for help desk request tracker Resolved
Blocks Tails - Feature #14524: Estimate budget for request tracker for help desk Confirmed 2017-08-30
Blocked by Tails - Bug #12317: Test Helpy for request tracker for help desk Confirmed 2017-03-11
Blocked by Tails - Bug #11744: Experiment with RT against our requirements Confirmed 2016-08-29

History

#1 Updated by mercedes508 2015-07-24 08:16:45

#2 Updated by sajolida 2015-07-28 07:09:31

  • Subject changed from Chose a new frontdesk RT tool to Choose a new frontdesk RT tool

#3 Updated by sajolida 2015-08-10 11:32:21

#4 Updated by sajolida 2015-08-10 11:32:28

#5 Updated by sajolida 2015-08-14 11:44:35

  • Description updated
  • Assignee set to emmapeel
  • Target version set to 2016

#6 Updated by sajolida 2016-02-08 17:38:08

  • Category set to Infrastructure

#7 Updated by sajolida 2016-02-08 17:38:26

  • Blueprint set to https://tails.boum.org/blueprint/CRM_for_frontdesk/

#8 Updated by Dr_Whax 2016-08-20 13:07:15

  • Target version deleted (2016)

#9 Updated by elouann 2017-03-11 05:15:59

  • Blueprint changed from https://tails.boum.org/blueprint/CRM_for_frontdesk/ to https://tails.boum.org/blueprint/RT_for_help_desk/

#10 Updated by intrigeri 2017-08-30 09:52:09

  • blocked by Feature #9803: Call for a meeting to refine requirements for help desk request tracker added

#11 Updated by intrigeri 2017-08-30 09:52:26

  • blocks Feature #14524: Estimate budget for request tracker for help desk added

#12 Updated by intrigeri 2017-08-30 09:52:41

  • blocked by Bug #12317: Test Helpy for request tracker for help desk added

#13 Updated by intrigeri 2017-08-30 09:53:26

  • blocked by Bug #11744: Experiment with RT against our requirements added

#14 Updated by sajolida 2018-09-07 10:49:38

  • Subject changed from Choose a new frontdesk RT tool to Choose a tool for the request tracker for help desk
  • Assignee deleted (emmapeel)

I don’t think it’s a good idea to ask emmapeel to study the different options in depth and choose a tool if the service ends up being built and administered by our sysadmins (or other people).

We’ve been discussing this over email in the past weeks, and the next step is to wait until our sysadmins update their plans and budget in 2019Q2.

#15 Updated by sajolida 2018-09-07 11:18:41