The most important thing to add is the detailed description. Without
this, even the full "public diary" doesn't necessarily help me work out
what the issue is if a ticket has just been assigned to me. The subject
line is often a clue but seldom much more.
Ben
On 02/12/11 10:51, John Gordon wrote:
> But showing the whole ticket in the email would be overkill. The current one shows just what has changed - sometimes this is only a change of assignee. Suggestions to propose to GGUS? A rolling last n updates?
>
> John
>
> -----Original Message-----
> From: Testbed Support for GridPP member institutes [mailto:[log in to unmask]] On Behalf Of Christopher J.Walker
> Sent: 02 December 2011 10:45
> To: [log in to unmask]
> Subject: Re: The GGUS 'on solution' default
>
> On 24/11/11 10:17, Daniela Bauer wrote:
>> I wonder how many people stop reading at "This is an automated mail"
>> which is the very first sentence.
>
> One of the QMUL users reads e-mail on the train. She has complained that
> all the cont has been stripped - so you don't know what the ticket is
> about and can't reply without net access to see what it was about. By
> the time you've got back online, the message isn't fresh in your inbox.
>
> I have to say, I've found the same thing.
>
> Chris
>> Maybe all it would take to
>> encourage replies is to swap the first two bits of the email around:
>>
>> *********************************************************************************
>> This is an automated mail. When replying don't change the subject line!
>> Type your text above this box and S T R I P P R E V I O U S M A I L
>> S please!!
>> *********************************************************************************
>>
>> GGUS Ticket #76724 was updated.
>> You are asked for contributing to this ticket if possible.
>>
>>
>> Daniela
>>
>>
>> On 24 November 2011 09:57, Stephen Burke <[log in to unmask]> wrote:
>>> Testbed Support for GridPP member institutes [mailto:TB-
>>>> [log in to unmask]] On Behalf Of David O'Callaghan said:
>>>> I wonder if the problem of lack of replies comes from a slightly
>>>> different
>>>> cause: if a user experiences a problem (job failures, etc.) sometimes a
>>>> ticket is submitted by a VO rep.
>>> Or just that the user doesn't read the mail properly and ignores it. Supporters get email warnings for open tickets, but users don't AFAIK so it relies on manual intervention to send an "is there any progress"-type message (which the user may also ignore if they think it's directed at the supporters).
>>>
>>> Stephen
>>>
>>>
>>
>>
--
Dr Ben Waugh Tel. +44 (0)20 7679 7223
Dept of Physics and Astronomy Internal: 37223
University College London
London WC1E 6BT
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