I do it by hand. Not automatically!! El 30 nov 2015, a las 11:17, stefano de panfilis <stefano.depanfilis at eng.it<mailto:stefano.depanfilis at eng.it>> escribió: 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<mailto: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<mailto: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] Sent: Monday, November 30, 2015 11:04 AM To: Chulani, Ilknur Cc: MANUEL ESCRICHE VICENTE; fiware-coaches at lists.fiware.org<mailto: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 -- Future Internet is closer than you think! http://www.fiware.org<http://www.fiware.org/> Official Mirantis partner for OpenStack Training https://www.create-net.org/community/openstack-training -- Dr. Federico M. Facca CREATE-NET Via alla Cascata 56/D 38123 Povo Trento (Italy) P +39 0461 312471<tel:%2B39%200461%20312471> M +39 334 6049758<tel:%2B39%20334%206049758> E federico.facca at create-net.org<mailto:federico.facca at create-net.org> T @chicco785 W www.create-net.org<http://www.create-net.org/> On Mon, Nov 30, 2015 at 9:59 AM, Chulani, Ilknur <ilknur.chulani at atos.net<mailto: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> [mailto: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<mailto: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!! 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Please, send your messages using the new domain (Fiware-coaches at lists.fiware.org<mailto:Fiware-coaches at lists.fiware.org>) instead of the old one. _______________________________________________ Fiware-coaches mailing list Fiware-coaches at lists.fiware.org<mailto:Fiware-coaches at lists.fiware.org> https://lists.fiware.org/listinfo/fiware-coaches Bu mesaj ve ekleri gönderilen kişiye özeldir ve gizli bilgiler içerebilir. Eğer mesajın gönderilmek istendiği kişi değilseniz lütfen kopyalamayınız, başkalarına göndermeyiniz ve göndericiyi bilgilendiriniz. Internet üzerinden gönderilen mesajların güvenli ve hatasız olduğunun garantisi olmadığından Atos grubu mesajın içeriğinden sorumlu tutulamaz. Göndericinin bilgisayarı anti-virüs sistemleri tarafından taranmaktadır, ancak yine de mesajın virüs içermediği garanti edilemez ve gönderici, meydana gelebilecek zararlardan sorumlu tutulamaz. This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos group liability cannot be triggered for the message content. Although the sender endeavors to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. ________________________________ 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 cópia sem autorização pode estar proibida em virtude da legislação vigente. Se recebeu esta mensagem por erro, rogamos-lhe que nos o comunique imediatamente por esta mesma via e proceda a sua destruição Since January 1st, old domains won't be supported and messages sent to any domain different to @lists.fiware.org<http://lists.fiware.org/> will be lost. Please, send your messages using the new domain (Fiware-coaches at lists.fiware.org<mailto:Fiware-coaches at lists.fiware.org>) instead of the old one. _______________________________________________ Fiware-coaches mailing list Fiware-coaches at lists.fiware.org<mailto:Fiware-coaches at lists.fiware.org> https://lists.fiware.org/listinfo/fiware-coaches -- Stefano De Panfilis Chief Innovation Officer Engineering Ingegneria Informatica S.p.A. via Riccardo Morandi 32 00148 Roma Italy tel (direct): +39-06-8759-4253 tel (secr.): +39-068307-4513 fax: +39-068307-4200 cell: +39-335-7542-567 skype: depa01 twitter: @depa01 ________________________________ 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 cópia sem autorização pode estar proibida em virtude da legislação vigente. Se recebeu esta mensagem por erro, rogamos-lhe que nos o comunique imediatamente por esta mesma via e proceda a sua destruição -------------- next part -------------- An HTML attachment was scrubbed... URL: <https://lists.fiware.org/private/fiware-coaches/attachments/20151130/6a34b43d/attachment.html>
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