Thanks for your input but I'm afraid that this is not what we are
looking for - we already have a service support system.
What we are doing with email is simply to save the reps having to "file"
a load of emails. We tried manually but there are so many folders they
were often getting nto the wrong place - hence the "automatic filing"
solution.
Rgds
Nigel.
On 15/10/2008 10:09 AM, Marghanita da Cruz wrote:
Perhaps you should look at some of the call logging systems - I am
sure there must be an open source one that you can contribute/build on.
Googling I found:
#
OTRS::Open Source Trouble Ticket System - Service Support System ...
The homepage of the OTRS Project (email management - helpdesk -
trouble ticket ... OTRS is an Open source Ticket Request System (also
well known as trouble ...
otrs.org/ - 38k - Cached - Similar pages
#
Menlo Park City Council Email Log<BR>: Survey of Open Source Sof
Survey of Open Source Software Use by Municipal Government .... City's
practice to remove SPAM (Unsolicited Bulk Email) email from the
Council email log. ...
ccin.menlopark.org:81/2294.html - 16k - Cached - Similar pages
#
freshmeat.net: Book Reviews - Open Source E-mail Security
Richard Blum's Open Source E-mail Security is poorly organized, ...
Clearly, the idea of logging into a multiuser system from a remote
location and having ...
freshmeat.net/articles/view/601/ - 31k - Cached - Similar pages
#
SourceForge.net: Open Source Software
Pantheios is an Open Source C/C++ Logging API library, ... Simple
Groupware is a complete open source enterprise application offering
email, calendaring, ...
sourceforge.net/ - 32k - Cached - Similar pages
#
Marghanita
Nigel Allen wrote:
Hi
We are currently modifying an email system for a customer and have
got a little stumped at their latest request.
Basically what happens now (paraphrasing) is that a customer service
rep receives an email from a customer. We have put a plugin into
Thunderbird that, when the "send" button is pressed, prompts the rep
for a customer number. That number is embedded into an X-header in
the email. At this point on the linux server, mimedefang looks into
the email and if it finds a header, it validates the customer code
that has been entered. If it is a valid customer number, mimedefang
writes a copy to "customers" (a large email account with hundreds of
folders). When the copy arrives in "customers", procmail grabs the
header value and "files" away the email into the correct subfolder.
The problem is that the original email is still sitting in the rep's
inbox.
What the customer has asked for now is for "something" that will grab
the original email from the rep's inbox and "file" that in the
correct place with the response automagically.
The only identifier which is common across the emails that I can
think of using would be the "in-reply-to" header.
Does anyone have any thoughts of how on earth we could comb through
the user's inbox in real-time and achieve this?
TIA
Nigel
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