[dev] Templates for Forward

[ph at rook.cz]

Hello,

   we're mostly succesfully trying to clench OTRS into our workflow.

   One issue I've stumbled upon is that our workflow includes frequent
forwarding of incoming mail and awaiting for external response (all of which
belongs under one ticket). We have set of templates for that purpose, problem
is that OTRS does not support templated forwards, only Responses.

   I've diven into OTRS codebase and implemented (mostly refactored from
AgentTicketCompose) template using into AgentTicketForward. It's only halfway
done (but works ok), because it uses templates for Responses, which is not
optimal. Ideal would be to have special set of Responses for Compose and for
Forward, and I would like to ask for advice to which would be the "right"
OTRS-ish way to implement them.

   Currently Responses have states assigned to them - "valid", "invalid",
"invalid-temporarily", one approach could be to change "valid" to something
like "compose" and add "forward" state, which would identify what is template
for. Is that viable approach?

   Last question - is this feature interesting enough to be sometimes included
into main tree? That is why I'm asking for right direction for implementation,
so I'm not far away from core developers' vision.

   Current (working) patch against OTRS-2.1.2 is included.

Cheers
-- Pavel Kácha



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