On Thu, Jul 03, 2008 at 01:43:09PM -0400, Jason Gurtz wrote:
The valid scope of what belongs on the list is clearly a matter of consensus/opinion and will likely never be satisfactorily addressed for everyone. With a ticketing system, outages that are in-scope may be subscribed to, with discussion taking place in the comments while those that are out of scope are only a single notification and much less of a bother.
Note: I'm familiar primarily with Bugzilla, but I can only assume that OTRS and RT have similar subscription/commenting features.
Well, my initial approach was to add the notify list to each ticket, so that all comments added to the actual ticket would go to notify. It sounds like you are suggesting that *only the initial Ticket Open message* go to notify, and anyone who wants to know about specific tickets can log into OTRS, and add themseves to that ticket, do I have that right? Me personally, I'm the sort of person who might want to see *all* ticket traffic on my blackberry, instead of only the Open messages... but it's possible that this could be handled by OTRS itself; as a signed-up user, I could watch the queue in question, and let that mechanism send me the messages, while -notify only got the initial Ticket Open messages. I have to go check the manual, I'm not a wizard on OTRS yet. Cheers, -- jra -- Jay R. Ashworth Baylink jra@baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com '87 e24 St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 Those who cast the vote decide nothing. Those who count the vote decide everything. -- (Joseph Stalin)