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Article: 42
From: Ben Spencer
Date: 2009-07-22 16:03:22 -0400
Subject: RE: Re: RE: SnertSoft trouble ticket system.

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> Well already many people use the list for bug reports, which is fine
> and
> actually better for me as I have a tendency to respond to list more
> often. I've found my responsiveness to the ticket system dropping off,
> simply because the bug / problem reports are not centralised. Some come
> direct by email, some by the support list, and some by the ticket
> system.
>
> And the ticket system has many weaknesses such as allowing other users
> to search past bug reports (I think). So duplication occurs. At least
> the mailing least has a more public history (yes I need to update it
> WRT
> the change in MLM software). My responsiveness to questions and reports
> has dropped simply because of the 3 methods. I live in email more than
> web based services. Call me old fashioned.

I noticed people use the list for bug reports and it is actually somewhat 
useful for me to know "oh, maybe I should hold off on going to the latest 
milter-gris" (as an example). On a small scale, I think the mailing list works 
fine for bug reports and given you are only one person, it would likely serve 
things well (for you and us as users of your software). I don't know if any of 
this changes for the "for fee" milters. As you stated, you likely would be 
more responsive and as long as support is responsive (if the fee is covering 
support), the means of support is less important.

benji

Benji Spencer
System Administrator

Moody Bible Institute
Phone: 312-329-2288
Fax: 312-329-8961

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