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

[Jan Schneider]

Zitat von David Komanek <xdavid at lib-eth.natur.cuni.cz>:

> 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 ?

Not at the moment.

> 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

No, we only know his username, not his email address.

> hierarchy where to look for the addresses before giving up and not sending
> an email motice ?

Create a hook for the from_addr preference.

Jan.

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