Hi Guys, On Mon, Jan 27, Gene Parks wrote:

I have been thinking about this on and off and maybe some of the functions from Big Brothers mail interface can be of use here.

I don't think that the LOCK e-mail as proposed by Moshe is a good idea. I think this is an unnessesary work overhead. I don't wanna send a LOCK e-mail each time I answer a ticket. Most people use the OTRS to handle large amounts of e-mails. So this is not a feasable idea (IMHO). But I see the point, so lets find a good solution. One could be to offer an IMAP port to the OTRS and to take the risk that two people waste the same amount of time to answer a single ticket. The system could dump the second answer to /dev/null because it is allready answered. So first come, first get. Of course this system has to set some default rules (e.g. an answered ticket would be a closed ticket). Or you could send basic commands by an X-Header. But guys, let's don't make things more complicated as nessesary. Many OTRS users don't have a clue what an X-Header is and we are proud that we can offer them a solution which is so easy that anybody can use it. But anyway IMAP could be a good idea. Do we have an IMAP guru here to implement an IMAP port? I don't think this port should be enabled by default, but it is indeed a nice feature for some people and it can be mixed with the standard HTML interface. take care Stefan -- Stefan Wintermeyer Don't say thing like that! Of course we'll see Master Luke again. He'll be quite all right, you'll see. (C3PO) "Star Wars (The Epire Strikes Back)"