dear manuel, i know, i know (and many thanks for your great effort on the matter) .... but, we cannot put our organisational procedures into emails ... ciao, stefano 2015-11-30 11:21 GMT+01:00 MANUEL ESCRICHE VICENTE < manuel.escrichevicente at telefonica.com>: > I do it by hand. Not automatically!! > > El 30 nov 2015, a las 11:17, stefano de panfilis < > 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>: > >> 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 >> >> -- >> Future Internet is closer than you think! >> 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 >> M +39 334 6049758 >> E federico.facca at create-net.org >> T @chicco785 >> W www.create-net.org >> >> 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 >> >> >> ------------------------------ >> >> >> 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. 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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 will be lost. >> Please, send your messages using the new domain ( >> Fiware-coaches at lists.fiware.org) instead of the old one. >> _______________________________________________ >> Fiware-coaches mailing list >> 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 > -- 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 -------------- next part -------------- An HTML attachment was scrubbed... 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