[whups] automatic assigning of tickets, e-mail address guessing - is it possible ?
xdavid at lib-eth.natur.cuni.cz
Tue May 3 06:25:19 PDT 2005
On Tue, 3 May 2005, Jan Schneider wrote:
> 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.
Any plans for this or something similar ?
>> 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.
But if we know the username and the servername where the post is stored,
it would in most cases end up in the correct address if we place '@'
between. But sure, I have no idea how much work it would be to couple this
feature with administration GUI.
>> hierarchy where to look for the addresses before giving up and not sending
>> an email motice ?
> Create a hook for the from_addr preference.
Well, thanks, I will learn how to do it.
By the way, probably I could translate whups strings to czech language, if
there would be an interest for it.
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