Date: Mon, 3 Jun 1996 22:13:54 -0500 (CDT) From: root <root@netpc.com> To: Troy Cobb <troy@circle.net> Cc: freebsd-isp <freebsd-isp@FreeBSD.ORG> Subject: Re: Mail responders Message-ID: <Pine.LNX.3.91.960603221203.153D-100000@netpc.com> In-Reply-To: <199606012244.SAA07974@circle.net>
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I tried to install this package (REQ) but i had no luck under freebsd. can anyone help or come up with a way to install and get this running? > > For an automated reply system (i.e. infobot) try procmail, > or try the canned-reply example in the ORA book: > Managing Internet Information Systems > > For a trouble-ticket system, try req... ftp.ccs.neu.edu:/pub/sysadmin > > The blurb from the req distribution follows: > > Req - An email-based request tracking system > > Overview > ======== > Req is a tracking system based around this paradigm: people with problems > or questions send requests via email to a group responsible for dealing > with those issues. Those requests are assigned numbers that can be > tracked and managed in various ways. The group handling the requests > needs to have access to a UNIX computer or network. > > Req was designed for a systems administration group but could be applied > to other groups as well. > > Details > ======= > Users send request mail to an alias. (For example, in our original setup, > mail was sent to "systems" or "help".) Their mail is piped through a > program > which takes the mail, assigns it a new request number, and puts a copy of > the mail in file associated with the number. That file will be used as a > log of all the events associated with the request. > > The mail is then passed on to the recipients of the list, with the number > of the request added to the subject line of the mail. It will look > something like: > Subject: [Req #42] Help! How do I send mail? > > Any mail sent through the mail alias with a request number in the subject > line is assumed to be associated with that number, and is appended to the > log for that number. Typically, a member of the alias will reply to the > user and send a copy of the reply to the list. The reply then becomes > part of that number's log. If the user replies, the same thing happens. > > A request item has several features: > A requester, who is the person who originally requested it. > An owner, who is the person, if any, working on the request. > A priority, used by the group to prioritize requests. > A status, which indicates whether or not the request is resolved, > stalled, or open. > Several dates, indicating the time of the original request, the last > time it was updated, and the last time the user was informed of > the status. > > One may do any of these actions (and a few others) on a request: > Take it. (Assume ownership if no one else owns it.) > Give it to someone. > Change the priority. > Change the status. > Add comments to it. > > These can be done via mail, via a UNIX command line, or via any of the > interfaces that have been developed for it. Currently, the only other > interface that exists is a Tk based X interface, but an emacs client > and a curses client are under development. > > In addition, the queue of active requests may be viewed in a variety of > ways, based on owner (or lack of one), status, priority, requester, and > other features. > > Users may run a program that shows them the status of their own requests. > > We've tried to design the system to be as policy-free as possible. For > comments about how we've used it, see some other document that I need to > write. > > > Requirements > ============ > - RFC-822 compliant mail > I.e, Internet standard mail. > - sendmail > It could probably work with other mailers with some very > minor work. I should note that unless you're running version > 8.6.8 or later, you should upgrade for security reasons. > - Perl > I've only tested it on version 4.036, but it should work on older > versions. > - A C compiler and sh. > I've only built the C programs under SunOS 4.1.3 and Ultrix, but > they're pretty small and should be portable, or nearly so. > - A file system that your mail server and you as a user have access to. > NFS, AFS, whatever. But something. > > It's been tested on SunOS 4.1.3 and Ultrix 4.3, and apparently has run > on numerous other things. Yay perl. > > > Not required, but nice > ====================== > - Tcl 7.3, Tk 3.6 > For the X interface. > - Emacs > For the emacs interface. > - Glimpse > For indexing and searching the requests. Available from > ftp.cs.arizona.edu:/glimpse > > > Feedback > ======== > If you have any comments or questions, please send them to: > req@ccs.neu.edu >
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