Hi, my process for this is to get the webform to send to the general email address and then run a generic agent every 10 minutes that looks for the form's subject title which is a bit of boiler plate prepended to the users own subject line. This then puts the web form submission in a queue for all webform posts. They are then assigned as required.
This was a 5 minute job that can be improved on with either a unique email address or doing a postmaster filter on headers. hope this helps "Mike Morton" <[EMAIL PROTECTED]> wrote in message news:[EMAIL PROTECTED] > Hi there - I am just new to the system - and after going through the demo, > it looks pretty good! I have looked at many PHP specific help desks, and > while they have the features I am looking for, the support is, shall we > say, > a bit lacking! > > So, after seeing that there is an active mailing list for this solution, I > am very happy! :) > > Enough ego stroking. I took a peek at the documentation and the archives, > and I could not find a quick answer to this, and no search feature for the > archives. I am looking for a way to have a ticket created directly from > my > own web based form. With other ticketing solutions, I have had to post > the > form to an email, which was them imported as a ticket. The problem with > that has been getting the proper email address for the customer into the > ticket. Other solutions seem to take mail headers other than the "From:" > header as the email address, and they automatically set statuses and such. > I am looking for a way of getting more control over that process. I want > to > determine status by a subject selected by the customer, set priority by > information entered into the form, etc. > > So, bottom line, is there any kind of API for creating a ticket from > another > form external to the OTRS system? Or even an architecture document for > how > a ticket is created (short of browsing the code, I am not so hot on perl, > and frankly there is not time in the budget to figure out all of those > details.) > > If someone could point me in the direction, I am sure that this is > something > that has at least been discussed before.. :) > > TIA! > > -- > Cheers > > Mike Morton > > **************************************************** > * > * Tel: 905-465-1263 > * Email: [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 orr consulting for your OTRS system? > => http://www.otrs.com/ > _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/
