Hi,
We are not trying to complicate things, just make them more effective. If
you allow the "race" condition between two agents, you can also work with
"reply" to the otrs user. The system will process the email as "agent
response" and reject the second email. This is more reasonable (IMHO). It is
also the easiest modification to the source. You can detect the agent by its
email address, so it is really simple.
Moshe
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Message: 3
Date: Mon, 27 Jan 2003 11:00:04 +0100
From: Stefan Wintermeyer <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED]
Subject: Re: [otrs] Integrating OTRS with e-mail more easily
Reply-To: [EMAIL PROTECTED]
Hi Guys,
On Mon, Jan 27, Gene Parks wrote:
> I have been thinking about this on and off and maybe some of the
> functions from Big Brothers mail interface can be of use here.
I don't think that the LOCK e-mail as proposed by Moshe is a good idea. I
think this is an unnessesary work overhead. I don't wanna send a LOCK e-mail
each time I answer a ticket.
Most people use the OTRS to handle large amounts of e-mails. So this is not
a feasable idea (IMHO). But I see the point, so lets find a good solution.
One could be to offer an IMAP port to the OTRS and to take the risk that two
people waste the same amount of time to answer a single ticket. The system
could dump the second answer to /dev/null because it is allready answered.
So first come, first get. Of course this system has to set some default
rules (e.g. an answered ticket would be a closed ticket). Or you could send
basic commands by an X-Header. But guys, let's don't make things more
complicated as nessesary. Many OTRS users don't have a clue what an X-Header
is and we are proud that we can offer them a solution which is so easy that
anybody can use it.
But anyway IMAP could be a good idea. Do we have an IMAP guru here to
implement an IMAP port? I don't think this port should be enabled by
default, but it is indeed a nice feature for some people and it can be mixed
with the standard HTML interface.
take care
Stefan
--
Stefan Wintermeyer
Don't say thing like that! Of course we'll see Master Luke again.
He'll be quite all right, you'll see. (C3PO)
"Star Wars (The Epire Strikes Back)"
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