[588] in Tooltime
Re: Bounced mail making logs
daemon@ATHENA.MIT.EDU (Rob Smyser)
Fri Nov 21 17:37:29 1997
Date: Fri, 21 Nov 1997 17:33:33 -0500
To: "Michael L. Barrow" <mlbarrow@MIT.EDU>, Barbara Goguen <goguen@MIT.EDU>
From: Rob Smyser <smyser@MIT.EDU>
Cc: tooltime@MIT.EDU
In-Reply-To: <199711212152.QAA21544@SNARFLE-THE-GARTHOG.MIT.EDU>
Michael and others,
we have another problem that I will surface since we're talking about
this here. That problem is reflected in the following common scenario
a.) customer sends mail to mac-help about something, creating a log.
Customer maybe gets a receipt mail about a log #.
b.) marshall vale sees the mail and sends a note to the customer, and cc's
mac-help. The mail to mac-help creates another log but doesn't get
connected by a log number to the original mail.
c.) a consultant has to track down the original log and the
marshall-vale-log and merge them into each other.
d.) customer might reply to Marshall's mail and cc: mac-help. Another log.
Repeat steps b through d until the database fills up.
I have no idea how to handle this sort of thing except this way:
a. customer sends mail, gets log #.
b. marshall looks in the database and adds his thoughts to the log, and
perhaps tells customer to check for an answer in the log.
c. customer uses the web to read the log, then adds an entry to the log
Is there any way we can get the developers to answer customers in this way
rather than sending cc'd email?
Rob
