[whups] automatic assigning of tickets, e-mail address guessing - is it possible ?

[David Komanek]

Dear all,

I am now evaluating WHUPS before I run it in production system for the 
internal purpose of our institution. What I do not understand is how to 
automatically assign a ticket to a responsible person. Scenario:

1. I create a queue for which I have one responsible person.
2. My user logs into horde/whups and creates a ticket for that queue.
3 The person which is responsible for the queue get an email stating what 
is new in the queue but the ticket remains unassigned.
4 Responsible person has to log in, search through unassigned tickets (or 
to copy'n'paste the link from the email notice) and assign them manually 
to itself.

Is there a way to merge steps 3 and 4 to one fullz automated task ?


And one more question: how is determioned whether the whups user has an 
e-mail address ? I noticed "From:" in horde default identity is evaluated. 
But if the user had to authenticate itself to horde via IMAP (for 
example), we already know his address. Would it be possible to have some 
hierarchy where to look for the addresses before giving up and not sending 
an email motice ?

Thanks a lot,

  David Komanek
  Charles University in Prague
  CZ, Prague