Support Meeting on 20 Aug 2011

Place and time

15:00 CEST at FrOSCON

Agenda

• Thawte Patch
• Categories for Issues
• Precedence Cases
• Password Reset w/ Assurance

Participants

• Fabian
• Marcus
• Wolfgang
• Dominik
• Joost
• Michael

Minutes

• Inactive members
  • Remove inactive Triagers
  • How about Werner?
• Thawte Patch
  • Information about upcoming software changes

  • Please make yourself familiar with https://secure.cacert.org/wot.php?id=15 to be able to answer possible user requests concerning this change

• Categories for Issues
  • Issues now can/have to be categorised
  • Allows us to document for the arbitration precedence cases
• Precedence Cases
  • There are some new precedences, most concerning name changes

  • Please have a look at the Handbook to get more information

• Password Reset w/ Assurance
  • Michael: How much is the procedure used today?
    • Answer: About more than half of the cases are now handled by the new procedure
  • Michael: Do we need incentives to get more users onto the new procedure? What are the reasons they don't use the new procedure?
    • Sometimes it would be too much effort to find an assurer, but that's overrated
    • Dominik: Generally we don't need to set incentives to switch to the new procedure, we need to get rid of the old procedure because it is unsafe
    • General agreement to get rid of the old procedure.
• Team changes
  • Fabian is on the road to SE, ABC has been requested
  • Mark-Oliver Hofmann is prospective Triager
  • Proposal to handle new additions to the Triage team like new Inc members (i.e. they need a recommendation and a secondation from Support Team Members) to get dual control of who is able to see all incoming mail. Accepted
• OTRS upgrade

  • We have done some upgrade within the 2.X versions this brought some new features (most notably mark all on "Bulk Action")

  • We haven't upgraded to 3.X yet (was quite unstable until now, bugs concerning x509 not yet fixed, no debian packages)

    I have talked to the OTRS guy at the FrOSCon, he said we should switch somewhen later this year, because 2.X will run out of support eventually

    -- MichaelTänzer 2011-08-24 00:45:44

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CategorySupport