| 24 | | * Email: email2trac plugin (follow link on [th:EmailtoTracScript] ). Multiple email accounts "support@example.com,incoming@example.com,underwriting@example.com. You control which milestone,component,and version each email is routed to. On main wiki page you provide links to each milestone. The message can be either an email or a fax (fax2email). All general tickets go to milestone Incoming. From there indexer moves to to appropriate milestone(processing types), version(per state or line of business), and component(type of document that might require special handling). |
| 25 | | * Faxes: Newer system, or cloud based fax2email get routed via email. If you have faxes, you can write 30line python code script that takes tif and uploads to trac using xml-rpc. In our case we converted tif to pdf, extracted created time,fax#,# of pages and created ticket with all that information. Every 30min all new faxes get uploaded. |
| 26 | | * TracScripts : these are custom scripts written by you that autoclose tickets using XML-RPC. As you automate some items that are processed by the system, you might be receiving email documents as a backup, automatic issuance, esignature confirmations,etc. Since these were already processed we wrote scripts that query (using xml-rpc) the open tickets, get contract_number and close them (while updating other info). What ever else is not closed gets looked at by somebody and processed manually in that department. Other scripts loop through open tickets, and if special accounts are found the tickets priority gets autochanges to critical, and move up in priority. Other scripts update tickets based on the contract#, pull data from other database and store info in keywords. |
| 27 | | * [th:TicketMoverPlugin] Since each department had a different milestone requirements each got a separate instance of trac. Common milestone for all is Incoming. [th:TicketMoverPlugin] allows you to move tickets between tracs when faxed to the wrong place. |
| 28 | | * Wiki: Using wiki you can create custom query on ManagementReport pages, that summarizes current open task list. CEO has direct access to that page and can check if department is falling behind and can add/hire additional people, or authorize overtime at first signs of backlog. |
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| | 20 | * '''Email''': email2trac plugin (follow link on [th:EmailtoTracScript]). Multiple email accounts "support@example.com,incoming@example.com,underwriting@example.com. You control which milestone, component and version each email is routed to. On main wiki page you provide links to each milestone. The message can be either an email or a fax (fax2email). All general tickets go to milestone Incoming. From there indexer moves to the appropriate milestone (processing types), version (per state or line of business), and component (type of document that might require special handling). |
| | 21 | * '''Faxes''': Newer system, or cloud based fax2email get routed via email. If you have faxes, you can write 30-line Python code script that takes tif and uploads to trac using xml-rpc. In our case we converted tif to pdf, extracted created time,fax#,# of pages and created ticket with all that information. Every 30min all new faxes get uploaded. |
| | 22 | * '''Trac scripts''': these are custom scripts written by you that autoclose tickets using XML-RPC. As you automate some items that are processed by the system, you might be receiving email documents as a backup, automatic issuance, esignature confirmations,etc. Since these were already processed we wrote scripts that query (using xml-rpc) the open tickets, get contract_number and close them (while updating other info). What ever else is not closed gets looked at by somebody and processed manually in that department. Other scripts loop through open tickets, and if special accounts are found the tickets priority gets autochanges to critical, and move up in priority. Other scripts update tickets based on the contract#, pull data from other database and store info in keywords. |
| | 23 | * '''[th:TicketMoverPlugin]''': Since each department had a different milestone requirements, each has a separate instance of Trac. Common milestone for all is Incoming. [th:TicketMoverPlugin] allows you to move tickets between Tracs when faxed to the wrong place. |
| | 24 | * '''Wiki''': Using the wiki you can create custom query on ManagementReport pages, that summarizes current open task list. CEO has direct access to that page and can check if department is falling behind and can add/hire additional people, or authorize overtime at first signs of backlog. |
