[513] in Tooltime
saphelp mailing lists
daemon@ATHENA.MIT.EDU (Barbara Goguen)
Fri Nov 14 11:15:01 1997
Date: Fri, 14 Nov 97 11:10:44 EST
To: wade@MIT.EDU, tooltime@MIT.EDU
From: Barbara Goguen <goguen@MIT.EDU>
Cc: cwood@MIT.EDU
Hi, Steve. We need to make sure that the saphelp mailing lists do not get
included in the email interface to Oracle at this point. Saphelp actually
serves multiple purposes, and though we have discussed modifying how
saphelp works, we have not implemented those changes yet.
Unlike the other mailing lists associated with the Help process, saphelp
includes members from the Help Desk, members of MRFO, Theresa Reagan and
others. Sometimes the whole thread of the log resolution appears on the
saphelp list, sometimes not. Often Theresa will take a problem "off line"
and resolve it and just post the resolution to saphelp. At any rate, if
mail from saphelp were to feed the database directly as do the other lists,
acknowledgements including the assigned log number would need to go back
not just to the customer, but also to all members of the saphelp list so
that they would know the log number to keep the threads of a single case
associated with a single log.
We have discussed changing how all this works. In the future I can
envision a solution where there are actually two sap related help lists -
one that works much like our other help desk lists, and that can feed the
database directly, and the other that acts more as an escalation point for
questions that come to the Help Desk and require some expertise beyond Help
Desk expertise to resolve. If/when we implement such a procedural change,
we can then add an saphelp mailing list to our automatic data feed.
