Hi Pol, On Wed, Nov 06, 2002 at 12:05:09AM +0100, Turpel Pol wrote:
We are using OTRS since several weeks for ISP abuse services. We like it very much, and appreciate the really good work done by the OTRS Team.
Thanks! :-)
Now, we have a question/suggestion specific to our OTRS abuse usage: - we receive complaints to the abuse queue, where people complain about SPAM, virus, TCP port scan etc. originating from one of our customers . - we look up the details for this customer and want to send a Warning or [...] - there might be a possibility to have a similar link like that for 'Contact customer (phone)' , but called 'Contact customer (mail)' . It should have an empty destination field, to fill in your customers mail-address, but it will also have an empty body, which would penalize predefined responses. - so, another better possibilty: if there would be some more fields in AdminArea - Response Management , like 'destination address' & 'body type', it might be possible to specify whether you want to predefine the destination address (using From:) or if the destination address field in your response should remain empty. The body type would define if you want to append an excerpt of the complainers email or not to the predefined response. This would allow us to define more variable predefined responses for several purposes, as well for complainer replies as for customer warnings.
Both solutions sounds good. The second one would be the more generic solution. But on other side the first solution (own link -=> own/new OTRS module) would be the better one for you because you can add some thing like a customer address book for lookups on external databases... (improved workflow). But it would be a module just (more or less) for you. -=> Anyway, I would prefer the generic solution (Response Management). What do you think? If you need a specific OTRS module for your business/ environment (e. g. with specific lookups in other databases, LDAP trees, ...), we (or other companies) can code this (for money :).
Again, THX for your great work. I would like to participate in any kind to this marvelous project, but actually my Perl knowledges are not at your level. So, my participation would be stressing/testing your product ;-)
Fine! Thanks Pol! .-)
Pol Turpel - System Engineer
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson