RE: [otrs] Several otrs questions: mail actions, faq usage ...
Stefan Berder wrote:
Hi all, I'm now playing with otrs for a week and find this tool really handy. I used to work on RT (http://bestpractical.com/rt/) but it was hard to install, hard to configure, hard to modify, hard, hard, hard ... while with otrs, on eah thing I want to do I got an answer after looking in Kernel/Config/Default.pm or in the code. So thank you for this tool to the core team. Now for the questions : - Is otrs able to deal with actions in email subject ? My problem is that some agents prefer to handle the tickets without any web interface, so my point is to detect an answer of a ticket by mail and make it an agent answer, and for example other things like close for example. It could be detected by [close] in the subject or any other way.
Take a look at Chapter 7 in the documenation. Specifically you are interested in "Filtering/Dispatching by OTRS/PostMaster modules". http://doc.otrs.org/1.2/en/html/receiving-email-filter-module.html. Take a look at /opt/otrs/doc/X-OTRS-Headers.txt to see all of the default actions that can be performed with X-OTRS headers. If you need even more complex filtering, then you can write your own PostMaster filter modules. A brief introduction to them is here: http://doc.otrs.org/1.2/en/html/dev-custom-modules-postmaster.html. ** Filters are indescriminate. They do not do any kind of permissions checking before processing mail. Using filters to allow your agents to manage the system via email could be disasterous if end-users intentionally (or inadvertenly) place specific wordings in the subject or body that mimic agent actions.
- I don't really find the faq usage. The faq has to be filled as a separate section of the ticket system ? My point of view is that we
FAQ is considered a separate area of the system. It is not tied into or related to tickets.
should have the ability to fill it with tickets too, this would avoid to loose some time to fill it with an already solved problem.
Why? Now you have a duplicate copy of a ticket whose information could be just as easily accessed with the full text searching capabilities provided in the Utilities section. Personally, I dislike the idea of ticket dumps into FAQs. Agent writings inside of tickets are often sloppy and disjointed. The back and forth nature of tickets also makes for an often disjointed view of the problem and its solution. To dump this kind of information into an FAQ (especially if it is publicly viewable) is a poor idea (IMO). Rather I think an FAQ should be a well thought out, carefully constructed document that answers a question. Building this type of document generally is best achieved by creating it from scratch. Doing so requires thought. Dumping tickets requires none. Just my $.02.
- Is there any guy who is about to provide a debian packaging of this wonderful application ? If no, I'll probably do it.
Look here: http://lists.otrs.org/pipermail/otrs/2004-April/004692.html
Thanks to those who will answer
Stefan
On Sat, 5 Jun 2004 14:06:04 -0600
Tyler Hepworth
Stefan Berder wrote:
Hi all, I'm now playing with otrs for a week and find this tool really handy. I used to work on RT (http://bestpractical.com/rt/) but it was hard to install, hard to configure, hard to modify, hard, hard, hard ... while with otrs, on eah thing I want to do I got an answer after looking in Kernel/Config/Default.pm or in the code. So thank you for this tool to the core team. Now for the questions : - Is otrs able to deal with actions in email subject ? My problem is that some agents prefer to handle the tickets without any web interface, so my point is to detect an answer of a ticket by mail and make it an agent answer, and for example other things like close for example. It could be detected by [close] in the subject or any other way.
Take a look at Chapter 7 in the documenation. Specifically you are interested in "Filtering/Dispatching by OTRS/PostMaster modules". http://doc.otrs.org/1.2/en/html/receiving-email-filter-module.html. Take a look at /opt/otrs/doc/X-OTRS-Headers.txt to see all of the default actions that can be performed with X-OTRS headers. If you need even more complex filtering, then you can write your own PostMaster filter modules. A brief introduction to them is here: http://doc.otrs.org/1.2/en/html/dev-custom-modules-postmaster.html.
** Filters are indescriminate. They do not do any kind of permissions checking before processing mail. Using filters to allow your agents to manage the system via email could be disasterous if end-users intentionally(or inadvertenly) place specific wordings in the subject or body that mimic agent actions.
I looked at the X headers but it's not convenient enough for the use I project. I'll take a look at the PostMaster filters, I didn't thought of that, I suppose I'm not used enough to otrs yet. I'm just planing to add a poor authentication based on the From header that has to be an agent one. Not really secure but I plan to use it in an intranet use, so I have to trust users.
- I don't really find the faq usage. The faq has to be filled as a separate section of the ticket system ? My point of view is that we
FAQ is considered a separate area of the system. It is not tied into or related to tickets.
That's what I understood by using it a little bit. A demonstration is often better than a long speech ::)
should have the ability to fill it with tickets too, this would avoid to loose some time to fill it with an already solved problem.
Why? Now you have a duplicate copy of a ticket whose information could be just as easily accessed with the full text searching [...]
As I said before I'm in the focus of nearly closed environment, but I agree your point of view.
- Is there any guy who is about to provide a debian packaging of this wonderful application ? If no, I'll probably do it.
Look here: http://lists.otrs.org/pipermail/otrs/2004-April/004692.html
Will look at that. Thanks for your fast answer btw Stefan -- #=- Stefan Berder tel : 6 14 80 -=# #=- Ingénieur système et réseau 01 53 95 14 80 -=# #=- TRANSPAC / CSIG-SIS-ISS mail : sbe@oleane.net -=# #=- /(bb|[^b]{2})/ stefan.berder@francetelecom.com -=#
On Saturday, June 05, 2004 10:56 PM
Stefan Berder
I'll take a look at the PostMaster filters, I didn't thought of that, I suppose I'm not used enough to otrs yet.
An own PostmasterFilter module would offer you the most flexibility.
I'm just planing to add a poor authentication based on the From header that has to be an agent one. Not really secure but I plan to use it in an intranet use, so I have to trust users.
Security considerations prevented us from supporting this, and will most certainly do so in future.
- I don't really find the faq usage. The faq has to be filled as a separate section of the ticket system ? My point of view is that we
FAQ is considered a separate area of the system. It is not tied into or related to tickets.
That's what I understood by using it a little bit. A demonstration is often better than a long speech ::)
Rumours are afloat one day in near future a link will appear in OTRS labeled 'add to FAQ'. ;) Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (3)
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Robert Kehl -
Stefan Berder -
Tyler Hepworth