Dear OTRS devs,
I'm with OpenStreetMap. We use OTRS "community edition" 6 to manage
tickets where people complain about vandalism or other conflict.
OpenStreetMap has a web-based messaging system. If I want to send a
message to user "FooBert123" then I need to log in to the OSM web site
and submit a form. At this stage of the process there's no way of using
email to reach a user.
I would love to be able to reach an OSM user from within OTRS, perhaps
by entering a pseudo email address like "osm::FooBert123" or maybe even
"FooBert123(a)osm.internal" or something, and then I would like OTRS to
deliver that message not via sendmail, but via a properly authenticated
HTTP POST to the OSM web site.
I am familiar with Perl but haven't yet coded anything for OTRS. Can
someone maybe point me to something vaguely similar to what I want to
do, that I could use as an example? Or is there a show stopper down the
road that I have overlooked?
(If the user replies to the message in OSM, OSM will generate an email
that lands in OTRS, so the return channel is working, it's just the
channel from OTRS into OSM that needs a workaround. And while
implementing that workaround on the OSM side, in the form of allowing
actual emails to be sent to username(a)users.openstreetmap.org or so, is
difficult because user names could differ only in case, or contain names
not allowed in email local parts...)
Bye
Frederik
--
Frederik Ramm ## eMail frederik(a)remote.org ## N49°00'09" E008°23'33"
