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From Olemis Lang <ole...@gmail.com>
Subject Re: Add and respond to tickets via email
Date Mon, 11 Nov 2013 17:46:00 GMT
On Mon, Nov 11, 2013 at 12:13 PM, Gary Martin <gary.martin@wandisco.com>wrote:

> On 11 November 2013 09:10, Joachim Dreimann
> <joachim.dreimann@wandisco.com>wrote:
>
> >
> >
> > > On 11 Nov 2013, at 08:33, Ryan Ollos <ryan.ollos@wandisco.com> wrote:
> > >
> > >> On Fri, Nov 8, 2013 at 9:01 AM, Brylie Oxley <brylie@nten.org> wrote:
> > >>
> > >> Hi all,
> > >> We are setting up a Helpdesk/documentation management solution. In
> > order to
> > >> encourage staff acceptance, this tool should require very little of
> > staff.
> > >> We
> > >> would like for staff to be able to file a helpdesk ticket by sending
> an
> > >> email,
> > >> and have the helpdesk personnel use the helpdesk tool to organize and
> > >> respond
> > >> to tickets. Staff are already familiar with, and frequently using,
> their
> > >> email
> > >> tools, so this is a natural connection.
> > >>
> > >> How can we use Bloodhound to support operations and helpdesk staff to
> > >> communicate efficiently, using familiar tools such as IMAP, GMail,
> > iMail,
> > >> Thunderbird, Outlook, etc?
> > >> --
> > >> Brylie Oxley
> > >> Data and Systems Coordinator
> > >> Nonprofit Technology Network
> > >> http://nten.org
> > >>
> > >> It's that time again! Register now <http://www.nten.org/ntc> for
the
> > 2014
> > >> NTC in Washington DC, March 13-15. Early bird rates end Dec. 13, save
> > $300
> > >> on your #14NTC registration by joining or renewing your NTEN
> > >> membership<http://www.nten.org/join>.
> > >>
> > >> 1020 SW Taylor, #800
> > >> Portland, OR 97205
> > >>
> > >> Phone: 1-415-397-9000
> > >> Fax: 1-415-814-4056
> > >>
> > >> NTEN is a 501(c)3 tax exempt organization.
> > >
> > >
> > > Email2Trac (1) seems to be a popular plugin for Trac that allows
> > converting
> > > emails to Trac tickets. The plugin hasn't been tested with Bloodhound
> as
> > > far as I know, and I'm not sure if it will work with the Multiproduct
> > > extension in Bloodhound, but I think it would be worth giving it a try.
> > If
> > > you have any issue, we can help you work through them.
> > >
> > > (1) http://trac-hacks.org/wiki/EmailtoTracScript
> >
> > We have used it successfully with Bloodhound in our company for a similar
> > system. That was in then days before MultiProduct though, so it would be
> > great to hear back from you if you try it Brylie.
> >
> > - Joe
>
>
>
> I'm having a look into this. As it is not a true plugin there are some
> changes that are required so that it is multiproduct aware. I think I am
> most of the way to working out what these should be and so I will pass on
> the details to the maintainer shortly.
>

In general there are a few aspects to consider ... e.g. whether the e-mail
to Trac script will process requests for a given product or all instances
...

-- 
Regards,

Olemis - @olemislc

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