[Discussion] workflow of support

[Sameer Verma]

On Sun, Aug 14, 2011 at 2:48 AM, James Howard <james at partimus.org> wrote:
>> 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.
>

+1 on the requirements, before jumping into a solution. I'm familiar
both with RT and Trac, but I would definitely prefer gathering some
data and requirements before jumping into a solution.

cheers,
Sameer
-- 
Dr. Sameer Verma, Ph.D.
Professor, Information Systems
San Francisco State University
http://verma.sfsu.edu/
http://opensource.sfsu.edu/
http://is.sfsu.edu/
http://olpcsf.org/