[Tickets #1917] Integrate Horde Problem Report with whups

bugs@bugs.horde.org bugs at bugs.horde.org
Thu May 5 14:44:53 PDT 2005


Ticket URL: http://bugs.horde.org/ticket/?id=1917
 Ticket             | 1917
 Updated By         | kevin_myer at iu13.org
 Summary            | Integrate Horde Problem Report with whups
 Queue              | Whups
 State              | Feedback
 Priority           | 1. Low
 Type               | Enhancement
 Owners             | 

kevin_myer at iu13.org (2005-05-05 14:44) wrote:


Your suggestion would work for a small second beta group, like we're about
to embark down the road with.  But you've got the problem of getting a
message that you may well generate from within Horde, through IMP, into a
file, that you have to manually or through a scheduler invoke another script
to get it into a database.  That doesn't scale very well, and you have to
have clear protocols defined for user submission of tickets via email (i.e.
spell out priorities, what queue, how you attach or include a file or
screenshot, etc.).

Invoking the whups API from the problem report icon solves all of that. 
Using a script could be viewed as more of an import feature (still very
useful).  But if a native method exists, use that.  And if it whups isn't
installed, use the existing mechanism of generating an email.

Going off on a tangent, it would be even nicer to have problem submission be
a preference that you could hook.  That way you'd end up with three

1)  Default submit via form to generate an email,
2)  Invoke whups API if its available and problem_submission method is
whups, or
3)  Run problem informaton submission through a hook, to interface with
external ticket systems (Bugzilla, OTRS, WebHelpDesk [which is what we use
and which has a forms based submission API], etc.)

More information about the bugs mailing list