[Trac] Is anyone using Trac as a helpdesk tool?

Re: [Trac] Is anyone using Trac as a helpdesk tool?

Dan North skrev 04/01/11 11:45:
> Hi folks.
> 
> As the subject says, I'm looking at using Trac as a helpdesk tool and I
> wondered if anyone else was using it in this way? Have you tried it and
> abandoned it, or better yet tried it and found it does everything you need?
> 
> I searched the list archives for "helpdesk" and "help desk" and only found
> only a handful of threads, from 2009 and earlier. Google doesn't turn up
> much either.
> 
> Does this seem like a sensible use of Trac or should I be considering
> something else entirely to manage helpdesk ticket lifecycle?
> 

We are using trac as a help desk tool of sorts -- and it fits our (very
limited) needs well. We are still mostly using trac internally to share
and document information among administrators, not so much as a user
facing (visible) tool.

We are planning to move our support-(email)-list over to defaulting to
creating trac-tickets, but are still doing this on a case by case basis,
triaging out trivial issues that we don't need to document for posterity.

Depending on your needs, and idea of what a "help desk system" is --
trac can work well -- it's very customizable, and has reasonable email
integration via email2trac[1].

To the best of my knowledge the main missing feature is an easy,
automated way of escalating tickets based on age. But various
workarounds should be possible, perhaps using the xmlrpc-plugin[2] in
combination with a few scripts run by cron.

[1] https://subtrac.sara.nl/oss/email2trac
[2] http://trac-hacks.org/wiki/XmlRpcPlugin

Best regards,

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Re: [Trac] Is anyone using Trac as a helpdesk tool?

Quoting "Dan North" <dan@...>:
> Does this seem like a sensible use of Trac or should I be considering
> something else entirely to manage helpdesk ticket lifecycle?

In my company we have one instance of Trac as the help desk system.

Pros:
  - we use other Trac instances for development, no need for yet
    another system for help desk
  - integration of tickets and wiki is very useful, e.g. typical
    customer
    problems and solutions can be described in wiki pages
  - email2trac creates tickets automatically and appends to tickets
  - Trac has with its many plugins many features you might need,
    while most other systems cannot be enhanced easily

Cons:
  - reply to customers not integrated in Trac, you still have to
    use MUA (notification is not an option, as internal changes
    should not be sent to the customer)
  - if customers reply doesn't contain existing ticket number, a
    new ticket is erronously created, but there is no easy way to
    merge tickets (see #3006)
  - spam protection does not always work perfectly
  - no integration into customer data base, e.g. contact data like
    telephone, nor integration with any CTI or VoIP tool

HTH

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Re: [Trac] Git trac 0.12 post receive hook problem

On 12/21/2010 01:49 AM, tony wrote:
> Hi!
> We activated the DEBUG with a commit (see attached file) and we could
> not identity any problem (there is a line that says 'Failed to load
> Subversion bindings', but I am not sure this is relevant due we use
> git)

I believe it is. An ImportError is fatal, if I remember correctly.
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Re: [Trac] compile problem trac=0.12 with babel

On 1/3/2011 10:05 PM, Holger Bruenjes wrote:
>
> Hello
>
> Am 2011-01-03 11:04, schrieb Christian Boos:
>> On 1/2/2011 11:29 PM, Holger Bruenjes wrote:
>>>
>>> Hello
>>>
>>> I will compile Trac=0.12.1, but I have problem with babel
>>>
>>> I installed babel 0.9.5 first and run in locale ERROR
>>>
>>> Trac-0.12.1 # python ./setup.py build
>>> running build
>>> running compile_catalog_js
>>> Traceback (most recent call last):
>>>    File "./setup.py", line 136, in<module>
>>>      **extra
>>>    File "/usr/lib/python2.7/distutils/core.py", line 152, in setup
>>
>> How did you install Babel?
>
> I have just done it agin
> ...
>
> but, when I use
>
> easy_install -z Babel==0.9.5
>
> then Trac compiled with error

... and even that still worked for me. Which version of easy_install are 
you using? I was using setuptools-0.6c12 (on Linux).

-- Christian

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Re: [Trac] compile problem trac=0.12 with babel

Hallo

Am 2011-01-04 19:50, schrieb Christian Boos:

>> but, when I use
>>
>> easy_install -z Babel==0.9.5
>>
>> then Trac compiled with error
>
> ... and even that still worked for me. Which version of easy_install are
> you using? I was using setuptools-0.6c12 (on Linux).

I installed on Linux

it does not work 

easy_install -U setuptools
Best match: setuptools 0.6c12dev-r85381

easy_install pytz==2010o

easy_install -z Babel==0.9.5

easy_install Genshi==0.6

easy_install Trac==0.12.1

   File "/usr/bin/easy_install", line 8, in <module>
     load_entry_point('setuptools==0.6c12dev-r85381', 
'console_scripts', 'easy_install')()

....

   File "build/bdist.linux-i686/egg/babel/core.py", line 212, in parse
   File "build/bdist.linux-i686/egg/babel/core.py", line 137, in 
__init__
babel.core.UnknownLocaleError: unknown locale 'ca'

hmm, than I use Babel witout -z

Thanks
Holger

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[Trac] Environment needs to be upgraded but already upgraded, catch 22

Hi,

This post is some kind of upgrade to ticket with subject 0.96 -> 0.10
"TracError: The Trac Environment needs to be upgraded.

In my case when upgrading from 0.11 to 0.12 via the web interface i
received a message telling me to upgrade the database, but surprise,
when running the upgrade in the console using trac-admin xxx upgrade,
the system said that the database was already upgraded.. i fall in
some kind of catch 22.

The aforementioned message posted by Sven Schmidt gives the solution,
but the library name changed  from "trac.scripts.admin" to
"trac.admin.console", and so i decided to issue this ticket.

The technique lies in calling the upgrade method directly from python:

trac <at> gondor:~$ python
from trac.admin.console import run
run(['/home/trac/xxx-site', 'upgrade'])

Bye,
Hans

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