= Support Meeting on 20 Aug 2011 = == Place and time == 15:00 CEST at [[events/FrOSCon2011|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 [[Support/Handbook#PrecedenceCases|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) {{{#!wiki note 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 <> }}} ---- CategorySupport