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

CategorySupport