On Sat, Sep 14, 2002 at 11:24:28AM +0200, Stefan Wintermeyer wrote:
On Fri, Sep 13, Phil Davis wrote:
It would be really useful if I could get the new ticket number from PostMaster as I want to do some clever stuff with procmail and formail.
What kind of clever stuff do you want to do (just being curious)?
Most of our agents prefer using their own email clients to answer support calls and we currently use a mailing list. I want to keep using that system but have OTRS record all the "conversation" and keep track of outstanding tickets. I plan to do: Customer email --> wrapper script Wrapper script sends to OTRS so ticket created or followup added. If new ticket then wrapper script adds ticket number to Subject line and support email as a CC and bounces original customer message to mailing list. Agent reads mailing list and does reply-all so customer gets answer and OTRS gets followup. Agent optionally uses Web interface to OTRS to close ticket or support duty person does it at some later point. I hope that's clear. It seemed to much work to try and add options to OTRS to do the bounce on newticket (and my Perl is rusty) so it seemed quicker to use procmail/formail. I know OTRS can do notifications on new tickets etc. but this means agent has read notification email and then click on link to get into OTRS web interface which is not always easy to do depending on where agent is reading their email (e.g. home). -- Phil Davis