[522] in Tooltime
Re: saphelp mailing lists
daemon@ATHENA.MIT.EDU (Steven Wade Neiterman)
Mon Nov 17 10:21:14 1997
In-Reply-To: <v03020904ff05d66cb823@[18.81.0.146]>
Date: Mon, 17 Nov 1997 10:25:18 -0500
To: Barbara Goguen <goguen@MIT.EDU>, tooltime@MIT.EDU
From: Steven Wade Neiterman <wade@MIT.EDU>
Cc: cwood@MIT.EDU
Two quick points.
1. As of this morning, the sap-help mail lists still feed into Oracle.
You can run "blanche -d help@team-usa.mit.edu sap-help" to remove
the feed.
2. Sounds like a release 2.0 item for the email gateway is to make the
program aand email.config file smart enough to allow an option to
send mail to 1. all original recipients on the To: and Cc: headers
minus the intend mail list and 2. send mail to all original
recipients, including the intended mailing list.
For now, I will add this to the list of changes for the email gateway.
..Steve
At 11:10 AM -0500 11/14/97, Barbara Goguen wrote:
>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.
