[whups] Ticket creation through email

Jan Schneider jan at horde.org
Mon Aug 16 07:31:00 PDT 2004

Zitat von "Stuart K. Bingë" <list at codefusion.co.za>:

> Hello all,
> I've been trying to find out whether it's possible for tickets to be created
> automatically based on incoming email messages, for example if being used in
> the case of a support mailbox. For example, a client submits a support
> request via email, which is automatically added to a specific queue as a new
> pending ticket.

That should be possible, though I'm not sure if it is already. You can
already "edit" tickets by email as you noticed below, but this could
probably be extended to allow creation of tickets if it isn't already.
See scripts/mail-filter.php for inspiration.

> From the investigation I've done so far it doesn't look as though this is
> something that is possible. If it is possible, is their some sort of
> documentation available that details how to set this all up? If it is not
> possible, however, then are there any plans to add this feature at some point
> in the future?
> On a similar note, I'm a bit confused as to the meaning of the pref 
> that reads
> "Can users reply to ticket emails? If you entered an email address above, and
> have configured it to accept ticket email, enable this. Otherwise, or if
> you're not sure, leave it disabled.", which appears under the Email Settings
> tab of the Whups config.  How exactly do you "configure [a mailbox] to accept
> ticket email"?
> Does this preference mean that on a ticket update when a notification mail is
> sent out to an interested user, the user is able to reply to the notification
> email and have their reply show up as a comment in the ticket? Or does it
> rather mean that the user who receives the notification mail is only able to
> reply to the user who updated the ticket (i.e. the "From" address within the
> message)?

The former. And this is already possible through mail-filter.php.


Do you need professional PHP or Horde consulting?

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