[Fiware-coaches] Please, update or answer issues in the help desk!!

[stefano de panfilis]

dear all,

let's agree that at the end of email with the answer we add the following
test:
"Dear user [eventually his/her name here],
I hope to have clarified your issue, anyway if after 48 hours no replies or
further request for clarifications arrive to us this ticket will
automatically be closed. You can of course submit a new request opening a
new ticket anytime."

@manuel: i think this will help in a more stringent management of the
backlog, isn't it?

thank you all for your help on the matter.

ciao,
stefano



2015-11-30 10:17 GMT+01:00 MANUEL ESCRICHE VICENTE <
manuel.escrichevicente at telefonica.com>:

> Hi Ilknur,
>
> In these situations, I inform the user by warning the issue will be closed
> in two days if there’s no additional input.
> Obviously, it’s done through JIRA so that the email and comment get
> recorded there.
>
> Kind regards,
> Manuel
>
> El 30 nov 2015, a las 10:12, Chulani, Ilknur <ilknur.chulani at atos.net>
> escribió:
>
> Hi Federico,
>
> Thanks very much for the feedback. The issue is, we have observed that if
> we close the ticket, and if the user sends a reply again, the ticket does
> not get re-opened by JIRA automatically.
>
> So if we somehow miss the JIRA email for the user reply in our crowded
> inboxes, then their question stays unanswered forever since the ticket
> stays in “closed” status, and we usually only monitor the open tickets.
>
> Any suggestions are welcome to address this  issue. Maybe the JIRA tooling
> can be configured to re-open the tickets when a user replies?  I know some
> other ticketing systems do this automatically.
>
> Kind regards,
>
> ilknur
>
> *From:* Federico Michele Facca [mailto:federico.facca at create-net.org
> <federico.facca at create-net.org>]
> *Sent:* Monday, November 30, 2015 11:04 AM
> *To:* Chulani, Ilknur
> *Cc:* MANUEL ESCRICHE VICENTE; fiware-coaches at lists.fiware.org
> *Subject:* Re: [Fiware-coaches] Please, update or answer issues in the
> help desk!!
>
> Hi Ilknur,
> I think that the general policy is that if a user does not reply in 48
> hours. you close the ticket. in case there are still problmes, he will open
> it again!
>
> federico
>
> Br,
> Federico
>
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>
> On Mon, Nov 30, 2015 at 9:59 AM, Chulani, Ilknur <ilknur.chulani at atos.net>
> wrote:
> Hi Manuel,
>
> I can clarify at least for the tickets that belong to my team-  in all our
> tickets (or the associated HELP tickets), we are waiting for response from
> the users. I will add some notes now to these tickets to make this more
> apperant.
>
> Best regards,
>
> ilknur
>
> *From:* fiware-coaches-bounces at lists.fiware.org [mailto:
> fiware-coaches-bounces at lists.fiware.org] *On Behalf Of *MANUEL ESCRICHE
> VICENTE
> *Sent:* Monday, November 30, 2015 10:43 AM
> *To:* fiware-coaches at lists.fiware.org
> *Subject:* [Fiware-coaches] Please, update or answer issues in the help
> desk!!
>
> Dear  Coaches,
>
> Please, answer or update issues in the help desk. Thanks!!
>
> *Every issue should be answered the same day is received*.
> So it’s difficult for me to understand the status of some of the issues in
> the list below:
>
> http://backlog.fiware.org/helpdesk/coaches?sortedby=age
>
>
>
> Thanks for cooperation!!
> Kind regards,
> Manuel
>
>
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> Este mensaje y sus adjuntos se dirigen exclusivamente a su destinatario,
> puede contener información privilegiada o confidencial y es para uso
> exclusivo de la persona o entidad de destino. Si no es usted. el
> destinatario indicado, queda notificado de que la lectura, utilización,
> divulgación y/o copia sin autorización puede estar prohibida en virtud de
> la legislación vigente. Si ha recibido este mensaje por error, le rogamos
> que nos lo comunique inmediatamente por esta misma vía y proceda a su
> destrucción.
>
> The information contained in this transmission is privileged and
> confidential information intended only for the use of the individual or
> entity named above. If the reader of this message is not the intended
> recipient, you are hereby notified that any dissemination, distribution or
> copying of this communication is strictly prohibited. If you have received
> this transmission in error, do not read it. Please immediately reply to the
> sender that you have received this communication in error and then delete
> it.
>
> Esta mensagem e seus anexos se dirigem exclusivamente ao seu destinatário,
> pode conter informação privilegiada ou confidencial e é para uso exclusivo
> da pessoa ou entidade de destino. Se não é vossa senhoria o destinatário
> indicado, fica notificado de que a leitura, utilização, divulgação e/ou
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> Se recebeu esta mensagem por erro, rogamos-lhe que nos o comunique
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> Since January 1st, old domains won't be supported and messages sent to any
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> Please, send your messages using the new domain (
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-- 
Stefano De Panfilis
Chief Innovation Officer
Engineering Ingegneria Informatica S.p.A.
via Riccardo Morandi 32
00148 Roma
Italy

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