[tor-bugs] #16102 [operations]: Get another person on donations@

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#16102: Get another person on donations@
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     Reporter:  isabela     |      Owner:  isabela
         Type:  task        |     Status:  new
     Priority:  normal      |  Milestone:
    Component:  operations  |    Version:
   Resolution:              |   Keywords:
Actual Points:              |  Parent ID:
       Points:              |
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Comment (by Julius):

 As said already in the call, a request tracker will really help us keeping
 things organized. It will reduce workload for you, arma and nick,
 tremendously and will avoid single point of failures e.g. of whoever will
 take over handling donations@, etc. It also helps organizing if the
 responsible person is on holiday, sick, on travel or a new person takes
 over.

 I would suggest the following queues:

  * '''helpdesk@''': I think this alias is already handled by a request
 tracker.
  * '''donations@''': Handling all requests related to donations, paypal
 reciepts, certificates for tax purposes, further questions
  * '''jobs@''': job applications
  * '''tor-assistents@''': more volunteers can sign up to this queue and
 help answering these questions. We can still forward all requests and
 answers to internal so more people stay informed.
  * '''telephone@''': We should move the torphone telephone number to a sip
 provider and setup a mailbox with email forward. On this queue all the
 .mp3 files show up and can be answered.
  * '''exec-dir@/management@''': All internal inquiries like: "Where is
 should I send my travel expense report?", "I need 3k funding for project
 XYZ" etc. will be sent to this list and first level be answered by the new
 exec-assistant. If the answer is not trivial he will assign it to any
 person who has better insights. At the moment these questions float the
 jabber inbox of arma, setting up a tracker will help to mitigate this.
  * probably: '''accounting@:''' "I have a question regarding time sheet",
 "I did not get my salary yet.", "Im still waiting for my contract!!!1!".
  * '''press@''': Requests from the press.

 For each queue a small group of persons is responsible. If they don't know
 the answer they assign the ticket to another person, of whom they assume
 he/she knows better. That person can answer directly or comment in the
 ticket and reassign to the group. Together with Katie we will set up some
 templates for responses for typical questions (helpdesk@, donations@).

 I see the security concerns, so i think we should host the system on one
 of our servers and ensure that we delete closed tickets on a regular base.

 Does anybody remember the times before people were using bug tracker? Or
 Version control systems? Setting up a request tracker for an organization
 is a similar step, once introduced you will never ever again work without
 it :)

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Ticket URL: <https://trac.torproject.org/projects/tor/ticket/16102#comment:4>
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