Thomas Bruederli wrote:
It is also very interesting for me to chat with lots of people who are interested in RoundCube and who have problems or requests. But it suddenly started to overcharge me and then I'm unhappy because I cannot serve all people's wishes and because I'm stuck with answering mails and checking new tickets and not having the time to code.
One thing it always helps to remember: no matter what you do, you can't please everybody. That's a good way to induce stress in a hurry!
Seems like the answering mail could be helped out by moving any support requests, feature requests and the like to a general account somewhere that multiple people could have a login for. I'm not sure the volume is high enough to warrant something such as OTRS (http://otrs.org/) but having a few people who can answer the mail can help. Alternately, you could stop taking such requests via e-mail, and encourage people to post such things in the forum or mailing lists where they can be handled by the community at large.
As for the tickets, that can be a chore in itself, but if we had some sort of "first tier" support that can take the tickets and filter out the invalid/dupes/whatever, before they get to someone like you, that should really ease the burden.
As this thread has shown, if you need help with something there are a bunch of people willing to volunteer!
And here we are now, 1.5 years after the creation of the sourceforge project. As Tor Bendiksen stated correctly, I really believe in the success of RoundCube and I'll do my very best to lead the project into a bright future.
Hear, hear!
Thanks a lot to Jim who tidied up the tickets, this is something very important and to be honest, I really lost control over the numerous incoming tickets.
Not a problem, I'm happy to help. I'm also sure there are a lot more dupes and invalid tickets out there I just haven't gotten through them all or I didn't have a setup to attempt to reproduce the problem. Some new ones may have slipped by, but there are also a lot of really old tickets out there that may even have been fixed, but the original person who opened the ticket is nowhere to be found for an update.
Until then I'd like to get together a list of active contributers who are willing to spend a certain amount of time per month on the project. Not only developers but sys admins who can do testing and reporting. It's important to assigns certain responsibilities to these persons in order to have the tickets assigned correctly. I always told the devs to assigns tickets to their users but this doesn't work as expected...
Count me in. I can easily spend a few hours a month at least with helping out monitoring incoming tickets, testing and reporting, and some user support. On rare occasions I could probably help with coding, depending on the problem.
I also promise to write some development/coding guidelines and to put together some basic description about the structure and functionality of RoundCube. This is certainly necessary for new developers to get started.
Definitely a good idea, it would help out a lot for those willing to spend a little time on code but who aren't familiar with the codebase (such as me.)
Finally I'd like to thank you all for your support, your contribution and your belief in RoundCube!
You're welcome!
Merry Christmas/Happy Holidays/Happy New Year/etc :)
Jim