set up ticketing system for crr

[sergiocontrino]

@Gerd-ECRIN suggested the use of a ticketting system for a better management of repository related requests. see below quotation.

a quick search finds at least 2 projects that seems suitable:

https://www.opensupports.com/features/ https://osticket.com/

to trial.

1. Having a single point of contact. Using crr@ecrin.org for incoming and outgoing emails so that the communication isn't split into many personal accounts. As you know emails will be forwarded and so the single point of contact will be sure washed-out. People from outside will write to a person which has to forward to the person in charge.
2. All communication will be traceable. What means if there will be questions or disagreements between partners in future and maybe the person in charge has changed the dialogs will be still readable for others. Internal it helps to keep up the responsibility. If a new mail comes up, everyone from the team can see, that the person in charge has answered or not and remind.

[Gerd-ECRIN]

Had some experience with https://otrscommunityedition.com/ Liked it very much.

[sergiocontrino]

OTRS:

• installer (supporting also Ubuntu 20.04 and 22.04) here: curl -O https://otrscommunityedition.com/download/otrs-community-edition-6.0.40.sh && \ bash otrs-community-edition-6.0.40.sh
• perl
• it requires login, unclear at the moment how to integrate it to the repository

[sergiocontrino]

OSTicket:

requires:

• Web Server: Apache or IIS
• PHP Version: 7.2+ (7.4 recommended)
• MySQL Database: 5.0+ (5.5 recommended)

there is an option where user can submit using just email and the ticket number (no login)

[sergiocontrino]

OpenSupport:

• javascript, github https://github.com/opensupports
• 2 submission modalities (login/no login)
• mobile ready
• good api