Forum OpenACS Development: Ticket Tracker / Email Submission

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1: Ticket Tracker / Email Submission
Posted by Avni Khatri on 12/15/15 12:23 AM
Hi -

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.

Thanks,
Avni

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2: Re: Ticket Tracker / Email Submission (response to 1)
Posted by Avni Khatri on 12/15/15 12:27 AM
I should also add that I would prefer to use the OpenACS TT but if it doesn't meed our needs, we can look at JIRA (others in our lab use this) or a related product.
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3: Re: Ticket Tracker / Email Submission (response to 2)
Posted by Gustaf Neumann on 12/15/15 08:35 AM
Hi Avni,

The main question is probably how to handle the incoming mails. There is a writeup of malte for this topic [1], although i can't say, whether this is still up to date.

http://www.openacs.net/xowiki/en/incoming_email

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4: Re: Ticket Tracker / Email Submission (response to 2)
Posted by Dave Bauer on 12/16/15 02:21 PM
Solution Grove implemented this in a slightly customized version of the bug tracker package. I am working on getting the code from a backup. It should be able to work this back into OpenACS.
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5: Re: Ticket Tracker / Email Submission (response to 4)
Posted by Dave Bauer on 12/18/15 01:45 AM
The ability to create new bugs via email is already implemented.

http://cvs.openacs.org/browse/OpenACS/openacs-4/packages/bug-tracker/tcl/bug-tracker-callback-procs.tcl

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.