Forum OpenACS Development: Ticket Tracker / Email Submission
We are using OpenACS to support multiple clients at work (MGH). As the # of clients has increased, so has the need to better manage support requests. Is there a way to trigger ticket creation in Ticket Tracker based on a message sent to a specific email address currently? Or is this functionality available in another application? We are looking for something with the functionality of TT where we can assign to a developer, add comments, etc. but need the ability to auto-create tickets via email as I believe it will be difficult for clients to create tickets using the TT interface.
The main question is probably how to handle the incoming mails. There is a writeup of malte for this topic , although i can't say, whether this is still up to date.
Deds Castillo implemented it and I merged this feature back into OpenACS a while ago.
I'll see if I can dig up the actual instructions. The basic idea is to setup a catch-all incoming email to be dumped as individual files into a directory that the OpenACS instance can access.
The notifications package runs a scheduled procedure to sweep the incoming email directory. If the to address matches a certain pattern it is dispatched to a callback procedure.
There are paramters in the notifications package EmailQmailQueue (just needs to be a qmail style directory with individual email text files) and EmailQmailQueueScanP set to 1, then EmailReplyAddressPrefix which scans for incoming emails matching a pattern, defaulting to "notification-*"
In addition the bug-tracker package has a instance specific EmailPostID parameter so that the bugtracker package expects incoming email to be addressed to "notification-bug-EmailPostID" which is used to figure out which instance should receive the bug.