Install OTRS for shared e-mail accounts (or a similar ticket-tracking system)
Affects | Status | Importance | Assigned to | Milestone | |
---|---|---|---|---|---|
Web Team projects |
Won't Fix
|
Critical
|
Unassigned |
Bug Description
We have several e-mail inboxes which should be shared among multiple people, so that a single person doesn't become a bottleneck for for e-mail. Today we do this with shared IMAP accounts, but there are some problems with that approach... (1) there is no way to leave information for other mailbox readers about a given e-mail, beyond the text of any replies that you send (2) it's hard to track the progress of any issue or to tell when it has been resolved.
http://
Could we install OTRS and test it out on one of our shared IMAP accounts, without interfering with the normal IMAP delivery of mail?
Changed in web: | |
status: | In Progress → Won't Fix |
Keeping track of e-mails and keeping our response times short is very important to our organization's effectiveness and reputation. If OTRS can help, then we should test it and deploy it ASAP.