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> support system At the risk of making the same mistake everyone else makes, I wonder whether the support system and the task queue can be the same system. Th
by Kinrany 6y ago
> support system
At the risk of making the same mistake everyone else makes, I wonder whether the support system and the task queue can be the same system.
They're both distinct from issues because they are made for communication with the rest of the world. (Tasks are one-way until the description turns out to be incomplete.)
Of course they're also distinct from each other in other qualities. Most importantly, having more tickets is generally bad.
- atombender 6y agoMaybe! My point about the support system is that it represents the "outside state". You don't have that person inside your organization, so that's they need a channel into your process. A support ticket needs to be triaged, prioritized, and executed, but that belongs in project management land. I guess the overarching idea of my philosophy is that all pieces of a company's workings need to be owned by someone. Software like issue trackers don't work because you can't replace ownership with software. You may pretend that all issues going into the system are important, but they aren't, which is how we have ended up with Github bots that go around closing "stale" issues. Thanks for reminding me about Bors. It's something we've been thinking of using.