few features

Hey Nedim,

2. e-mail deletion from inbox - option to turn it on or off,

I'm not sure what you mean by #2, could you elaborate?

1. uc_ticket should be able to recognize and link tickets by E-mail subject and not assign/open new tickets for every email,
3. ability to assign multiple e-mails to the same ticket - based on the subject for example - if a client replies to the ticket etc,

As for #1 and #3, uc_ticket puts the ticket_id [T#1234] into the subject of every outgoing email. So, when a customer replies, it does get linked to the ticket. Is that not working for you? Could you give me an example of what the recipient subject line looks like? Both things you requested should be working, and are on all of my test installations, and a few that we've set up in production.

4. send out a notification to the customer when a new ticket is created, that status does it have, send out the notification again when the status changes,

As for #4, there are several complications there. For instance, you can set uc_ticket to reopen (status change) a ticket when a new followup is added by a customer. So, if they are the one who opened the ticket, would you really want to send them an email stating, in essence, that they just opened the ticket with the email they just sent?

Thanks for the feedback.

5. clients should be able to access their own tickets from the web site

Missed this one in my last reply.

I'm going to break this off into a separate issue. This is a feature I've been thinking about. I'm going to work on this very soon. It's an excellent idea.

#2 - when you add an email account nder UC Ticket Setting/Email Settings the mail accoung will be accessed when cron is run. If there is a new wmail in the inbox a ticket based on that email will be created and the email itself will be deleted from the inbox, although IMAP is used. This is not the behaviour in Eventum for example which works on the same way....

EDIT: I think I may have misunderstood. Would you want the emails staying in the inbox? That might be an issue as the ticket program would not know those emails were already submitted into the ticket system.

This is not currently something I'm going to focus on, but I'd be happy to look at any patches that were reasonable in scope.

#1, #3 - this is how it works for me, the category in contact for is called 'Linux support' and the subject of the ticket is 'TEST', when the contact form is submitted ticket is created with subject 'TEST', the client gets an email with subject '[Linux support] TEST' and when the client replies to the email with subject 'Re: [Linux support] TEST' another ticket is created with subject 'Re: [Linux support] TEST'

Again, this is not correct. When you use the contact from, a ticket is not created until an email is read into the ticket system.

Are you sure you're not using the 'send a copy to me' feature of the contact module? Otherwise, there is no email back to the customer when they use the contact form.

The program adds in the ticket number to every email sent by the ticket system. So if you create a ticket, or a rep responds to a ticket by followup, any email generated by the ticket system will include the ticket number in the subject, thus linking it with the ticket if the customer responds.

Also the ticket with subject 'Re: [Linux support] TEST' is not tied to any order - no user information is displayed. This is a ghost ticket in my opinion and there should be an option to disable ghost tickets - reject tickets without an order.

I disagree. We get plenty of questions into our ticket system that are not related to a specific order. Shipping policies, sizing charts, product questions, return policy questions, etc. Truth be told, we get far more of these types of tickets than we do tickets that are tied to an order.

How can the client access it's own ticket and check the it;s status etc....

As I mentioned, this is not possible (right now).

I'm going to close this issue as there is nothing to fix. I'll open up a separate issue for the customer access feature.

For #1 & 3 - right now we are not adding a ticket number to the subject line of auto-replies OR 'send a copy to me' emails. Ticket numbers get added to subject lines (so they get tied to a specific ticket and thus do not create new ones when responded to) when they are read in to the ticket system through a cron run or when a user hits the new 'fetch mail' button (only in dev release for now). It wouldn't be much of a ticket system if we created new tickets every time a customer responded to one. If you would like to add the ticket number to the subject line when auto-reply is selected, I'd be happy to review any patches that are reasonable in scope. It will require creating a ticket number at the moment someone uses the contact form, which is not the way the program is set up now.

For #2, that should not be a problem for the reasons I outlined in #1 & 3: subject line recognition IS WORKING, just not with auto-reply or 'send a copy to me' replies.

Just out of curiosity, why don't you use Eventum? It seems to meet all of your requirements.