On Sat, 5 Jun 2004 14:06:04 -0600 Tyler Hepworth <[EMAIL PROTECTED]> wrote:
> Stefan Berder wrote: > > Hi all, > > I'm now playing with otrs for a week and find this tool really > > handy. I used to work on RT (http://bestpractical.com/rt/) but it > > was hard to install, hard to configure, hard to modify, hard, hard, > > hard ... > > while with otrs, on eah thing I want to do I got an answer after > > looking in Kernel/Config/Default.pm or in the code. So thank you > > for this tool to the core team. Now for the questions : - Is otrs > > able to deal with actions in email subject ? My problem is that > > some agents prefer to handle the tickets without any web > > interface, > > so my point is to detect an answer of a ticket by mail and make it > > an agent answer, and for example other things like close for > > example. It could be detected by [close] in the subject or any other > > way. > > Take a look at Chapter 7 in the documenation. Specifically you are > interested in "Filtering/Dispatching by OTRS/PostMaster modules". > http://doc.otrs.org/1.2/en/html/receiving-email-filter-module.html. > Take a look at /opt/otrs/doc/X-OTRS-Headers.txt to see all of the > default actions that can be performed with X-OTRS headers. If you > need even more complex filtering, then you can write your own > PostMaster filter modules. A brief introduction to them is here: > http://doc.otrs.org/1.2/en/html/dev-custom-modules-postmaster.html. > > ** Filters are indescriminate. They do not do any kind of permissions > checking before processing mail. Using filters to allow your agents > to manage the system via email could be disasterous if end-users > intentionally(or inadvertenly) place specific wordings in the subject > or body that mimic agent actions. I looked at the X headers but it's not convenient enough for the use I project. I'll take a look at the PostMaster filters, I didn't thought of that, I suppose I'm not used enough to otrs yet. I'm just planing to add a poor authentication based on the From header that has to be an agent one. Not really secure but I plan to use it in an intranet use, so I have to trust users. > > - I don't really find the faq usage. The faq has to be filled as a > > separate section of the ticket system ? My point of view is that we > > FAQ is considered a separate area of the system. It is not tied into > or related to tickets. That's what I understood by using it a little bit. A demonstration is often better than a long speech ::) > > should have the ability to fill it with tickets too, this would > > avoid to loose some time to fill it with an already solved problem. > > Why? Now you have a duplicate copy of a ticket whose information > could be just as easily accessed with the full text searching [...] As I said before I'm in the focus of nearly closed environment, but I agree your point of view. > > - Is there any guy who is about to provide a debian packaging of > > this wonderful application ? If no, I'll probably do it. > > > > Look here: http://lists.otrs.org/pipermail/otrs/2004-April/004692.html Will look at that. Thanks for your fast answer btw Stefan -- #=- Stefan Berder tel : 6 14 80 -=# #=- Ing�nieur syst�me et r�seau 01 53 95 14 80 -=# #=- TRANSPAC / CSIG-SIS-ISS mail : [EMAIL PROTECTED] -=# #=- /(bb|[^b]{2})/ [EMAIL PROTECTED] -=# _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
