Integrating OTRS with e-mail more easily
Hi guys, I am using OTRS which is great. I would like to use it in a slightly different way to the out-of-the-box configuration and wonder if you have any advice on how to do it; When a support ticket comes in, I do a CC to all of the agents at the same time. What I would like is if the agent could respond to the OTRS ticket via e-mail, rather than the web interface. OTRS should then store that response in the thread, and update any appropriate ticket parameters. It would also be nice if you could close tickets via e-mail. I like the web interface as a "repository" and archive, but would rather not have to check it all the time as e-mail is really such a (relatively) instant medium. Any tips? Nick.
Hi Nick, On Thu, Jan 02, 2003 at 01:19:44PM +0000, Nick Loman wrote:
I am using OTRS which is great.
:-)
I would like to use it in a slightly different way to the out-of-the-box configuration and wonder if you have any advice on how to do it;
When a support ticket comes in, I do a CC to all of the agents at the same time. What I would like is if the agent could respond to the OTRS ticket via e-mail, rather than the web interface. OTRS should then store that response in the thread, and update any appropriate ticket parameters.
It would also be nice if you could close tickets via e-mail.
I like the web interface as a "repository" and archive, but would rather not have to check it all the time as e-mail is really such a (relatively) instant medium.
Any tips?
There is no working solution at the moment. But it sounds good to me. An agent-email-command-interface with commands like (set state, answer, get ticket overview, ...). Is it what you are looking for?
Nick.
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
On Thu, Jan 02, Martin Edenhofer wrote:
It would also be nice if you could close tickets via e-mail.
I like the web interface as a "repository" and archive, but would rather not have to check it all the time as e-mail is really such a (relatively) instant medium.
Any tips?
There is no working solution at the moment. But it sounds good to me. An agent-email-command-interface with commands like (set state, answer, get ticket overview, ...).
Is it what you are looking for?
I think Nick is searching for something else. We had this thread a couple of month ago. IMO it would be pretty cool to have an IMAP port to the OTRS. Than you could use any E-Mail client to fetch the ticket and you could answer it to the system. But the locking problem is very hard if not not at all to solve. Nick, when ever you want to get the advantages of an trouble ticket system you have to face the disadvantages. I do understand your wish/problem but I don't see a good solution how to solve this problem (mainly because of the locking). PS. The STTS v1 at SuSE did have this "use your favorate e-mail client" function. But you had to use the webinterface to fetch the e-mail. The system locked them, forwarded them to the agent and had a dead man switch which unlocked the ticket after 24 hours. take care Stefan -- Stefan Wintermeyer Once something has been approved by the Government, It's no longer immoral. (Reverend Lovejoy) "The Simpsons"
participants (3)
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Martin Edenhofer -
Nick Loman -
Stefan Wintermeyer