[dev] feature added: many Emails from one Adress into one ticket

8 Apr 2005

      Hi,
We were asked, to implement the following and want to give it back to
all:

Problem: One user sends many requests (Email, web-form, ...), because he
thinks, more is better or s.th. like that. The requests become different
tickets. If different agents fetch them, they're answered seperately.
Thats waste of time and doesn't give the customer a "warm fuzzy
feeling".

Solution: All Emails sent in the past x minutes (e.g. 1440, 24 hours)
from one Email-Adress are followups.

we made changes in Kernel/System/PostMaster.pm and
Kernel/Config/Defaults.pm. We're new to programming for otrs, maybe one
of the expiriences guys want to have a look over the code and give us
feedback.

Here are the diffs:

$> diff --context=5 PostMaster.20050408.pm PostMaster.pm.org
*** PostMaster.20050408.pm      Fri Apr  8 11:29:30 2005
--- PostMaster.pm.org   Fri Apr  8 11:26:42 2005
***************
*** 293,334 ****
                      return ($Tn, $TicketID);
                  }
              }
          }
      }
-     # was there an Email from same adress, shortly? then make it a
followup ticket!
-     # rh@tuxwerk.de 2005.04.07
-     if
($Self->{ConfigObject}->Get('PostmasterFollowUpSearchInEmailAddress')) {
-       if
(!($Self->{ConfigObject}->Get('PostmasterFollowUpSearchInEmailAddressTime'))) {
-           $Self->{LogObject}->Log(
-                                   Priority => 'error',
-                                   Message => "No
PostmasterFollowUpSearchInEmailAddressTime found!",
-                                   );
-           return;
-       }
-       my $TicketTime =
$Self->{ConfigObject}->Get('PostmasterFollowUpSearchInEmailAddressTime');
-       my $FromAddress = $Self->{ParseObject}->GetEmailAddress(Email =>
$Self->{ParseObject}->GetParam(WHAT => 'From'));
-       my @TicketIDs = $Self->{TicketObject}->TicketSearch(
-                                                           Limit => 1,
-                                                           UserID => 1,
-                                                           Result =>
'ARRAY',
-                                                           From =>
'%'.$FromAddress.'%',
-                                                           StateType =>
'Open',
-
TicketCreateTimeNewerMinutes => $TicketTime,
-                                                           OrderBy =>
'Down',
-                                                           SortBy =>
'Age',
-                                                           );
-       my $TicketID = $TicketIDs[0];
-       if ($TicketID) {
-           my $Tn = $Self->{TicketObject}->TicketNumberLookup(
-                                                              TicketID
=> $TicketID,
-                                                              );
-           if ($TicketID && $Tn) {
-               return ($Tn, $TicketID);
-           }
-       }
-     }
      return;
  }
  # --
  # GetEmailParams
  # --
--- 293,302 ----

$> diff --context=5 Defaults.20050408.pm Defaults.pm.org
*** Defaults.20050408.pm        Fri Apr  8 11:21:40 2005
--- Defaults.pm.org     Fri Apr  8 11:21:23 2005
***************
*** 1049,1065 ****
      # PostmasterFollowUpSearchInReferences
      # (If no ticket number in subject, otrs also looks in In-Reply-To
      # and References for follow up checks)
      $Self->{PostmasterFollowUpSearchInReferences} = 0;

-     # PostmasterFollowUpSearchInEmailAddress
-     # if someone sends a request from the same Email Adress, twice, in
the
-     # time PostmasterFollowUpSearchInEmailAddressTime [minutes], it
will
-     # be a followup ticket
-     $Self->{PostmasterFollowUpSearchInEmailAddress} = 1;
-     $Self->{PostmasterFollowUpSearchInEmailAddressTime} = 1440;
-
      # PostmasterUserID
      # (The post master db-uid.) [default: 1]
      $Self->{PostmasterUserID} = 1;

      # PostmasterDefaultQueue
--- 1049,1058 ----

-- 
tuxwerk OHG
Dipl.-Phys. Rudolf Harney
Basler Straße 13
D-79100 Freiburg

fon: ++49 (0)761 / 7043067
fax: ++49 (0)761 / 7043066
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web: www.tuxwerk.de
mail: rh@tuxwerk.de