[CentOS] Re: Complex sendmail alias handling

Wed Mar 28 22:07:03 UTC 2007
Scott Silva <ssilva at sgvwater.com>

Hugh E Cruickshank spake the following on 3/28/2007 2:24 PM:
> From: Les Mikesell Sent: March 28, 2007 13:42
>> There's a method to this madness... If you first make them do the work 
>> because they are the only ones that know the appropriate contents for 
>> these files, then you will have their support when you point out how 
>> using a real trouble ticket system will make this work unnecessary.
> I hear you but it is more of an uphill battle then it sounds like. We
> already have an in-house developed system that has been refined for
> years for our own use. It is highly integrated with our application
> software for sales, support, distribution and development purposes.
> The only things it does not really do is staff scheduling (which is
> not much of a concern) and email response/tracking/routing.
> I think I can prevail in proposing a new ticketing system but it will
> be "tough sell". I will probably just start off with the email aspects
> and then try and expand it after that. 
> Regards, Hugh
If you have an in-house developed system, then your programmers should be the
ones to add the proper features. E-mails sent to "support" should be picked up
and managed by the system.


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