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Bug #9805

Bug #9960: Request tracker for help desk

Feature #15922: Feasibility study on request tracker for help desk

Choose a tool for the request tracker for help desk

Added by mercedes508 about 4 years ago. Updated about 1 year ago.

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

0%

Feature Branch:
Type of work:
Research
Starter:
Affected tool:

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


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 08/30/2017
Blocked by Tails - Bug #12317: Test Helpy for request tracker for help desk Confirmed 03/11/2017
Blocked by Tails - Bug #11744: Experiment with RT against our requirements Confirmed 08/29/2016

History

#1 Updated by mercedes508 about 4 years ago

  • Parent task set to #9803

#2 Updated by sajolida about 4 years ago

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

#3 Updated by sajolida about 4 years ago

  • Parent task deleted (#9803)

#4 Updated by sajolida about 4 years ago

  • Parent task set to #9960

#5 Updated by sajolida about 4 years ago

  • Description updated (diff)
  • Assignee set to emmapeel
  • Target version set to 2016

#6 Updated by sajolida over 3 years ago

  • Category set to Infrastructure

#7 Updated by sajolida over 3 years ago

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

#8 Updated by Dr_Whax about 3 years ago

  • Target version deleted (2016)

#9 Updated by elouann over 2 years ago

  • 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 about 2 years ago

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

#11 Updated by intrigeri about 2 years ago

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

#12 Updated by intrigeri about 2 years ago

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

#13 Updated by intrigeri about 2 years ago

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

#14 Updated by sajolida about 1 year ago

  • 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 about 1 year ago

  • Parent task changed from #9960 to #15922

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