Dear Daniele, The filter seems alright to me. Yes, we should get used to the email function. http://backlog.fiware.org/guide/tracker.html#email-issue The end user simply has to reply to the email he receives from you. And the reply also goes into the ticket as a comment. So everything gets collected into the ticket. Additionally, the coach who is declared as watcher also receives notifications. Therefore, he's updated on how the issue progresses. Kind regards, Manuel -----Original Message----- From: Daniele Santoro [mailto:daniele.santoro at create-net.org] Sent: martes, 06 de octubre de 2015 13:13 To: MANUEL ESCRICHE VICENTE Cc: fiware-lab at lists.fiware.org; Pietropaolo Alfonso Subject: Re: [Fiware-lab] Unassigned issues in the Lab - why? Dear Manuel, Thanks for clarification. I've processed those open requests and updated my filter. Here it is, may be useful for others: project = HELP AND (summary ~ Fiware-lab-help OR component = FIWARE-LAB-HELP) AND resolution = Unresolved AND assignee in (EMPTY) ORDER BY created DESC, priority DESC Just to be sure about the procedure in this specific case: Since for these kind of requests we don't have the original mail in the ML, in order to contact the user, I've sent the issue via the Jira email function to him, asking for clarification. Am I doing it right ? How can the user reply if he doesn't have a Jira account ? Via email directly to me ? Thanks again, Daniele > On 06 Oct 2015, at 12:10, MANUEL ESCRICHE VICENTE <manuel.escrichevicente at telefonica.com> wrote: > > Dear Daniele, > > Thanks for feedback. It allows me to clarify some aspects. > > Yes, they are issues coming from the Coaches helpdesk. It means the issues are received by the coaches, then if there're specific topics for either the tech or lab channel, they are cloned for the corresponding channel by the Backlog manager, who is me - "well, it's a script programmed by me and doing some tasks" > > Daniele, I think you should improve your filter to collect issues in the FIWARE-LAB-HELP jira component. > (If you send me the filter, I can give further detailed advice) > > No problem. It would be important to set up the right filter. > Additionally, you can see the issues at this link: > http://backlog.fiware.org/helpdesk/lab > > Kind regards, > Manuel > > -----Original Message----- > From: Daniele Santoro [mailto:daniele.santoro at create-net.org] > Sent: martes, 06 de octubre de 2015 11:03 > To: MANUEL ESCRICHE VICENTE > Cc: fiware-lab at lists.fiware.org; Pietropaolo Alfonso > Subject: Re: [Fiware-lab] Unassigned issues in the Lab - why? > > Dear Manuel, > > It can be due to my fault since yesterday was my turn, but I'm not sure: > > The tickets refer respectively to: > https://jira.fiware.org/browse/HELC-693 > https://jira.fiware.org/browse/HELC-692 > https://jira.fiware.org/browse/HELC-1068 > > Which are old requests in the CreatiFI component having already an assignee set. > In the history of the three HELP-xxxx tickets I can see they were created yesterday by a "Backlog manager" but I don't know what is it. > > Unfortunately, yesterday I did't receive any mail about those requests and in addition I didn't see them as unassigned in my Jira filter since in the subject there isn't the keyword [Fiware-lab-help] which usually marks request sent to out First level support ML. > > Please let me know if I have to manage those ticket in some way or if they are just duplicated. > > Thanks and sorry for the mistake, if any, Daniele > >> On 06 Oct 2015, at 09:00, MANUEL ESCRICHE VICENTE <manuel.escrichevicente at telefonica.com> wrote: >> >> Dear Alfonso, dear first level support, >> >> I'd appreciate to know what causes to have request for 1 day in the Lab channel without anybody having a look and assign them to the corresponding channel. >> In my opinion we are doing something wrong. What is it? >> >> Thanks in advance >> Manuel >> >> <image001.png> >> >> ---------------------------- >> Manuel Escriche Vicente >> Agile Project Manager/Leader >> FI-WARE Initiative >> Telefónica Digital >> Parque Tecnológico >> C/ Abraham Zacuto, 10 >> 47151 - Boecillo >> Valladolid - Spain >> Tfno: +34.91.312.99.72 >> Fax: +34.983.36.75.64 >> http://www.tid.es >> >> >> >> 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. 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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-lab at lists.fiware.org) instead of the old one. >> _______________________________________________ >> Fiware-lab mailing list >> Fiware-lab at lists.fiware.org >> https://lists.fiware.org/listinfo/fiware-lab > > -- > -------------------------------------------------------- > Daniele Santoro, > CREATE-NET Research Center > ICT Area > ITC/Research Engineer > Via alla Cascata 56/D - 38100 Povo Trento (Italy) > e-mail: daniele.santoro at create-net.org > Tel: (+39) 0461 312430 > Fax: (+39) 0461 421157 > www.create-net.org > > PGP/GPG-KEY-ID: 0x08E3E8D5 > http://keyserver1.pgp.com/vkd/DownloadKey.event?keyid=0xCA854D8608E3E8 > D5 > -------------------------------------------------------- > > The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited according to the Italian Law 196/2003 of the Legislature. If you received this in error, please contact the sender and delete the material from any computer. > > > ________________________________ > > 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 -- -------------------------------------------------------- Daniele Santoro, CREATE-NET Research Center ICT Area ITC/Research Engineer Via alla Cascata 56/D - 38100 Povo Trento (Italy) e-mail: daniele.santoro at create-net.org Tel: (+39) 0461 312430 Fax: (+39) 0461 421157 www.create-net.org PGP/GPG-KEY-ID: 0x08E3E8D5 http://keyserver1.pgp.com/vkd/DownloadKey.event?keyid=0xCA854D8608E3E8D5 -------------------------------------------------------- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited according to the Italian Law 196/2003 of the Legislature. If you received this in error, please contact the sender and delete the material from any computer. ________________________________ 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
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