[Tickets #1917] Integrate Horde Problem Report with whups

bugs@bugs.horde.org bugs at bugs.horde.org
Fri May 6 03:13:24 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 (2005-05-06 03:13) wrote:

I think I could make the same argument for interfacing with an external
ticket system that you made for interfacing with whups, Jan.  If there is an
API available, it should be used.

Email probably is the lowest common denominator when it comes to trouble
ticket systems but its fraught with the same set of problems I described
with using the mail-filters script - it generally requires manual
intervention (in ours, my secretary has to assign the ticket out of the
email queue and into a "live" queue), and there's no way to enforce things
like queue, priority, type of ticket, etc.  And even though our ticket
system does support email, we only have that enabled for receiving tickets
for legacy/backwards compatibility issues, namely that we used to have a
number of generic tech support email addresses and even though we migrated
to a new web-based ticket system, it takes a while before everyone comes
around to using it.

I only suggested that it be hookable because that would be the easiest way
to allow someone to write code to interface with a third-party ticket
system.  You're right about it not being a preference - I'd think it should
be a configuration option, and tend to lump all config options generically
together as "preference".  conf.php options are sysadmin preferences :)

The reason I offer any sort of response to this is I know we're going to end
up writing something to interface with our ticket system here, and a number
of school districts have already asked for the same thing.  Email works, but
it is a quick and dirty and not so elegant way to submit tickets.  So I hope
you'll reconsider :)

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