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27Nov/01Off

e-Mail Gateway for Goodness!!!

Due to some long standing demands and recent interest in this feature, I am putting together a PERL script to process e-Mails sent to certain addresses. This will require setting the MTA to alias addresses sent to <product>-support@yourdomain.com to pipe to this PERL script. A Python version will also be made available in the near future ;-) The operational characteristics will be:

  1. Customer e-Mail is sent to <product>-support@yourdomain.com
  2. MTA intercepts message and pipes it to PERL script
  3. Script strips attachment and uses header and body info to create ticket. The product is assigned via the To: address (clever, eh?).
  4. Ticket is created
  5. e-Mail attachments are then attached to ticket
  6. Optional reply sent to customer automatically
  7. If customer replies to e-Mail and maintains subject formatting (specifically the ticket # reference), replies will be added as ticket resolutions.
  8. Any activity performed by techs can optionally be sent to customer.

I should have this gateway working by the end of the week and will include it in the stable branch, marking a good point for a release.

Work on the contact management progresses as well. I am currently getting work orders back into a usable state.

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