RE: [otrs] Creating new tickets

Hi Paul, Supposing you do not have a problem I had not, the agentemail does not create two tickets, but does create two articles (with exactly the same content) as it is patchwork of pieces from AgentPhone (for creating a new ticket) and SendEmail parts (which create an article when sending an email). For me it's an unpleasant side-effect due to the quick'n'dirty approach (mainly the dirty part...). Probably it would be reasonably easy for someone with good knowledge of the inner workings of OTRS to make a clean implementation of this (the code is very clear an well documented) but starting from scratch I'd have taken too mich time. Of course if there is another problem, please let me know. But let's take the discussion off the list as I do not want to create confusion between the official release and some patchwork lying around.... Regards, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 "Paul" Sent by: otrs-bounces@otrs.org 08/26/2003 16:48 Please respond to "User questions and discussions about OTRS." To: cc: Subject: RE: [otrs] Creating new tickets and merging tickets We've run into problems using the supplied agentemail module--it appears to create two tickets. Wouldn't a better alternative be to skip the phoneview entry altogether?

-----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org] On Behalf Of gilles.massen@restena.lu Sent: Thursday, August 21, 2003 1:55 AM To: otrs@otrs.org Subject: Re: [otrs] Creating new tickets and merging tickets

Hi Mike,

Sorry for the late answer...I only got around to answer this.

Actually the subject is a bit confusing. The function I added is only for "creating" tickets, but has nothing to do with the merge. The code for the creation of new tickets has been posted on the mailing list somewhere on July. For the "merge" I'm waiting for an "official" solution.

Best, Gilles

-- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

Mike Witkowski Sent by: otrs-admin@otrs.org 07/29/2003 13:22 Please respond to otrs

To: otrs@otrs.org cc: Subject: Re: [otrs] Creating new tickets and merging tickets

Gentlemen:

I would also be very interested in the ticket merge functionality. If you could point me to your modules I would greatly appreciate it.

Michael Witkowski

Paul wrote: Hi Gilles,

I'd be very interested in seeing the changes you've made. I'm about to embark on adding the same features to our installation and would appreciate any help getting the ball rolling.

Best wishes, Paul

-----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org] On Behalf Of Sent: Friday, June 27, 2003 1:56 AM To: otrs@otrs.org Cc: brian@mylinuxisp.com Subject: Re: [otrs] Creating new tickets and merging tickets

Hi Brian,

I've finished a quick'n'dirty implementation of that function. Although I doubt that this would be a starting point for actual OTRS code, it works (with some sideeffects due to my lack of understanding of the guts of OTRS). But as a Module it is easy to put in place and there should not be any major issues with updates along the 1.1 path, or the correct working of OTRS in that matter.

If there is interest I'll put a small install doc together with the files and post it here...

Best, Gilles

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