Hello, Am Mittwoch, 24. April 2013 schrieb Robert Schweikert:

We put the final touches on the minutes during the board call this past Monday (minutes for the call are in the works) and the Face to Face Board Meeting Minutes have now been published on the wiki.

Let me quote from the "Meeting with Lars" (infrastructure) section: The team will set up a ticketing system Good idea. May I propose to call it YaTS [1] ? ;-) Seriously: we already have bugzilla (and openFATE and ...[2]), so having another ticket system doesn't sound like the best idea to me. I'm quite sure that infrastructure issues can be handled in bugzilla[3], the only "trick" is to regularly read the bugzilla mails. But that's not different from reading the YaTS mails ;-) For everything else you discussed in the meeting, see my random(!) sig. (It's not the first time I think my computer has some AI...) Regards, Christian Boltz [1] Yet Another Ticket System [2] My personal opinion is that we already have too many tracking sytems, but that's another discussion. I know there are some differences between them, but the general goal is the same in all of them (track progress of $foo) and there are cases where it isn't really clear if bugzilla or openFATE is the correct place. [3] What about a component openSUSE.org / Infrastructure? Wait, we already have it ;-) (maybe we should change the default assignee or QA to admin@o.o?) -- Just assume that all the people who don't reply agree, with a +1. If they disagree, they should raise their voices with an argument. When there's no argument left, it means we all agree. [Vincent Untz in opensuse-foundation] -- To unsubscribe, e-mail: opensuse-project+unsubscribe@opensuse.org To contact the owner, email: opensuse-project+owner@opensuse.org

On Wed, 24 Apr 2013 16:34:44 -0400, Robert Schweikert wrote:

The idea is to connect the ticket system to the admin@ mailbox. As we are not really in control of bugzilla it would be difficult to handle this in bugzilla. A number of services that run on the openSUSE infrastructure are administered by openSUSE community members and thus it is not reasonable to expect that Lars' team plays the intermediary to forward bugzilla mails to the appropriate person, or that Lars' team tends to a service that is not really their responsibility.

That's not difficult to arrange in Bugzilla, though; the openSUSE team inside SUSE could be set up to "own" the infrastructure product line, then each component in the infrastructure could have its own owner, which could even point to a mailing list (as the current openSUSE product bugs are handled). External people who are responsible for various components could subscribe/be subscribed to the lists. That way the bug messages get to the right people, and the "right people" can be self-selecting by subscribing to a list. (Yes, I recognise that this means more mailing lists - but these are rather special purpose lists, not general discussion lists. They would be for distribution of bugzilla messages only, not for discussions about the bugs or infrastructure components - so more like a "distribution list" than a "discussion list"). It seems that would make more sense than creating a whole separate ticketing system for infrastructure components. We should leverage existing infrastructure when it's a reasonable fit. Jim -- Jim Henderson Please keep on-topic replies on the list so everyone benefits -- To unsubscribe, e-mail: opensuse-project+unsubscribe@opensuse.org To contact the owner, email: opensuse-project+owner@opensuse.org

On Thu, 25 Apr 2013 13:14:35 +0200, Henne Vogelsang wrote:

Hey,

On 25.04.2013 00:52, Jim Henderson wrote:

...

That way the bug messages get to the right people, and the "right people" can be self-selecting by subscribing to a list.

The right people already get the mail. That is not the issue.

A ticket system helps with what happens afterward with that mail. Which mails are answered, when, by whom, with what answer. Which mails got a reply, when, by whom, with what content. Which mail is the oldest? What's the topic of the mail? etc. etc.

A mail ticket system is also way more accessible for the people with a problem. A mail ticket system requires the "customer" to send and receive mail. That's it. Bugzilla on the other hand is meant for developers and the "customer" needs to know all kind of stuff to be able to put something into bugzilla.

Mail ticket systems are a proven best practice for admin teams all over the world. As one of the admins I would greatly appreciate having one for admin@o.o

Thanks for the clarification, Henne - the notes were a little thin, so it wasn't clear to me why this was being suggested. Would it integrate with a monitoring system and/or bugzilla for issue tracking? Jim -- Jim Henderson Please keep on-topic replies on the list so everyone benefits -- To unsubscribe, e-mail: opensuse-project+unsubscribe@opensuse.org To contact the owner, email: opensuse-project+owner@opensuse.org