[Discussion] workflow of support

[James Howard]

> On Fri, Aug 12, 2011 at 4:57 PM, Sameer Verma <sverma at sfsu.edu> wrote:
>> I agree. A combination of both would serve corner cases. We use RT
>> (http://www.bestpractical.com/rt/) in OLPC, which allows for tickets
>> to be created simply via e-mail. However, in a situation where the
>> computers don't work or get online, it becomes a problem to report the
>> problem. I don't know if RT has a phone interface...
>
> Unfortunately RT is non-trivial to set up on DreamHost (see
> http://wiki.dreamhost.com/Request_tracker), we don't want to do this
> since it'd be a nightmare to maintain (shame, since I'm used to
> working with it too).
>
> However, they do offer dotProject and Trac, I've never used either one
> and I'm not sure how well they'll do for this use case but if we want
> an issue tracking system it would be great to have someone look at
> them. If neither one of these work we'd probably need to look into
> alternate hosting for RT where it would be easier to maintain.
>
> --

Thanks, Liz. These are some good leads worth looking into. I've never
administered or participated in a FOSS TT application (I've used plenty of
non-free ones), so I can't make any recommendations right now.

That said, I think we first need to determine whether or not a TT
application is suitable to begin with. My gut says that it is, but I
really think we should consider the actual needs (requirements, etc) for
both the clients (a.k.a. the "schools") and Partimus before we start
choosing particular packages. As Grant and Christian will tell you, I'm a
strong adherent to requirement driven solutions and not vendor driven
ones.