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Important Support emails going to cacert-support


Chronological Thread 
  • From: Ian G <iang AT cacert.org>
  • To: Cacert List SE <cacert-se AT lists.cacert.org>, "cacert-support AT lists.cacert.org" <cacert-support AT lists.cacert.org>
  • Cc: cacert-sysadm AT lists.cacert.org, Wytze van der Raay <wytze AT cacert.org>
  • Subject: Important Support emails going to cacert-support
  • Date: Sun, 30 May 2010 09:41:56 +1000
  • Authentication-results: lists.cacert.org; dkim=pass (1024-bit key) header.i= AT cacert.org; dkim-asp=none

On 30/05/10 5:46 AM, Wytze van der Raay wrote:
Op 29-5-2010 2:51, Ian G schreef:
(User is likely not subscribed to sysadm.)

Quite possibly so, therefore I also cc'ed to him directly.

What I don't understand though is this: the quoted message was sent
to cacert-support on May 5. I only learned of its existence on May 28,
accidentally, by Philipp posting a message to cacert-sysadm and
including it. Why wasn't the problem escalated long before that
to 
ocsp-admin AT cacert.org?


The reason is that the person concerned posted directly to cacert-support, which is the open community list. Nobody there spotted it was a mail that needed to be escalated (I didn't either).

The open community help list is generally monitored by community members, not necessarily by Support team. From Support's pov, technically, the email should have been escalated through to support@ .

The question is really about who to do that. I guess this is up to the Support team and the community members to think about, hence CCs.

(There is an uncertain relationship between the two areas, there are other questions about that as well which are a bit vexing.)

iang

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