On 18 jun. 2013, at 23:53, W. Martin Borgert <[email protected]> wrote:
> Hi, > > many thanks for constantly working on email2trac! I'm using it > since some years now and I'm very satisfied with it. > > There is one thing, I'm missing however: When support staff is > answering a ticket, they still use their e-mail client (MUA) and > have to cc the Trac address to update the ticket at the same > time. They have to take care to put the ticket number in the > subject. It would be nice, to answer directly from within Trac > and let Trac send out the email to the client. > > One can, of course, put the client into cc of the ticket, but > that would potentially generate a flood of mails to the client, > e.g. if the ticket is re-assigned or some internal fields, not > of interest to the client, are changed. > > This is a typical use case for e-mail based issue trackers, or > CRM systems and I already found a very nice solution the with > OpenERP issue tracker. But maybe Trac can to the trick, too? > > TIA, Cheers > Martin at our site we have setup an email list for support staff (the staff are members or alias). This list is independent for trace tickets, e.g.: [email protected] and the ticket address: [email protected] With this settings you can configure the notification section in trace.ini [notification] always_notify_owner = true always_notify_reporter = true smtp_always_cc = [email protected] smtp_enabled = true smtp_from = [email protected] smtp_replyto = [email protected] And the can now it the reply button on email send to '[email protected]' it is still dependent on the subject or keyword in the body mail. What i really want is described in ticket: * https://oss.trac.surfsara.nl/email2trac/ticket/297 There is a feature request for the AnnouncerPlugin to support this: * https://trac-hacks.org/ticket/10044 --- As of 1 January 2013, SARA has a new name: SURFsara. Bas van der Vlies | Operations, Support & Development | SURFsara | Science Park 140 | 1098 XG Amsterdam | T +31 (0) 20 592 30 00 | [email protected] | www.surfsara.nl | -- You received this message because you are subscribed to the Google Groups "Trac Users" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/trac-users. For more options, visit https://groups.google.com/groups/opt_out.
