Posted by danbuntu on March 14, 2009 at 9:17am
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| Project: | Storm |
| Version: | 6.x-1.x-dev |
| Component: | Miscellaneous |
| Category: | feature request |
| Priority: | normal |
| Assigned: | Unassigned |
| Status: | active |
Issue Summary
Is there a way to allow users to email in tickets? This would enable me to Storm as a helpdesk type system which would be very cool
Comments
#1
You can do that with the Jobtracker module. I don't know if these two modules can play nice together. It would be a nearly perfect world if they could.
#2
This isn't currently available - so I'm changing this to a feature request.
I don't know whether integration with Jobtrack (http://www.drupal.org/project/jobtrack) is possible, but the idea of being able to email in would definitely be an advantage. To be honest I don't think this will be a priority at the moment though.
#3
Integrating Jobtrack (now called Support) might be a great way to "outsource" the ticketing system.
Also, there is the Mailhandler module that allows the creation/editing of nodes/comments with emails.
However, it seems that the Storm maintainers are resistant to creating any external module dependencies... so we will see!
Ron
#5
I'm willing to be persuaded re mandatory dependencies if it feels like it is the best way to go - there will probably need to be some eventually. However, you are right with the word "resistant" - I would like to stay away from it for as long as possible (by using optional dependencies for functionality where required).
#6
This would be a very nice feature however it is implemented. It has my vote.
I personally don't mind a few dependencies but Magnity is probably right that it's best to stay away from them as long as possible. It would suck for Storm to be dependent on 4+ modules. Optional dependencies is a fabulous idea though.
#7
If tickets are nodes then you can just use mailhandler to receive the messages... there's no real dependency, just configuration to do in Mailhandler to feed the messages into new nodes.
Mail2og is another interesting module under development that might be an example to follow, enabling as it does automatic handling of mail to organic groups based on group name (eg Group Name mail address is group_name@foo.org). Perhaps a similar model could be followed to enable different departments to have different addresses.
Glad to see the arrival of Storm - I will follow it and see how it might fit into my site.
Cheers,
Tobias
#8
Thanks for the info. I'd be interested to hear feedback from anyone who is using this setup as to ease / usilibilty etc. too.
#9
i did not tried it, but this sounds like another (temporary) solution for those in need: http://drupal.org/project/mail2web
but seams too complicated to setup: http://drupal.org/node/542118
#10
Any news on this ? Allowing users to email in tickets will be a GREAT feature...
#11
The best chance for features to get into Storm is if someone volunteers to code it.
#12
Emailing in tickets would be nice...
I'd like to even suggest the use case be extended ...
...to be able to forward emails recieved on relevant projects, tasks, or tickets into Storm and post it as a Storm Note or even as a Storm Timetracking, etc... Perhaps it could dump to a storm-que and then be assigned to relevant nodes by site admin, or teammember, etc.
It appears the Support Ticketing System module (http://drupal.org/project/support) has some of this functionality plus a nice integration with the Chart API module. Has any Storm user experience with this Support module?
Also, now that "email notification" patch (see http://drupal.org/node/637852) is ready for inclusion as a stormmail module, it would seem this would be the place to integrate this additional 'email-in' functionality...