Sorry ... the diffs in my posting were stupid (wrong order) and inline.
I attached better ones.
RUDOLF
Am Freitag, den 08.04.2005, 11:34 +0200 schrieb Rudolf Harney:
> Hi,
> We were asked, to implement the following and want to give it back to
> all:
>
> Problem: One user sends many requests (Email, web-form, ...), because he
> thinks, more is better or s.th. like that. The requests become different
> tickets. If different agents fetch them, they're answered seperately.
> Thats waste of time and doesn't give the customer a "warm fuzzy
> feeling".
>
> Solution: All Emails sent in the past x minutes (e.g. 1440, 24 hours)
> from one Email-Adress are followups.
>
> we made changes in Kernel/System/PostMaster.pm and
> Kernel/Config/Defaults.pm. We're new to programming for otrs, maybe one
> of the expiriences guys want to have a look over the code and give us
> feedback.
*** PostMaster.pm.org Fri Apr 8 11:26:42 2005
--- PostMaster.20050408.pm Fri Apr 8 11:29:30 2005
***************
*** 293,302 ****
--- 293,334 ----
return ($Tn, $TicketID);
}
}
}
}
+ # was there an Email from same adress, shortly? then make it a followup ticket!
+ # [EMAIL PROTECTED] 2005.04.07
+ if ($Self->{ConfigObject}->Get('PostmasterFollowUpSearchInEmailAddress')) {
+ if (!($Self->{ConfigObject}->Get('PostmasterFollowUpSearchInEmailAddressTime'))) {
+ $Self->{LogObject}->Log(
+ Priority => 'error',
+ Message => "No PostmasterFollowUpSearchInEmailAddressTime found!",
+ );
+ return;
+ }
+ my $TicketTime = $Self->{ConfigObject}->Get('PostmasterFollowUpSearchInEmailAddressTime');
+ my $FromAddress = $Self->{ParseObject}->GetEmailAddress(Email => $Self->{ParseObject}->GetParam(WHAT => 'From'));
+ my @TicketIDs = $Self->{TicketObject}->TicketSearch(
+ Limit => 1,
+ UserID => 1,
+ Result => 'ARRAY',
+ From => '%'.$FromAddress.'%',
+ StateType => 'Open',
+ TicketCreateTimeNewerMinutes => $TicketTime,
+ OrderBy => 'Down',
+ SortBy => 'Age',
+ );
+ my $TicketID = $TicketIDs[0];
+ if ($TicketID) {
+ my $Tn = $Self->{TicketObject}->TicketNumberLookup(
+ TicketID => $TicketID,
+ );
+ if ($TicketID && $Tn) {
+ return ($Tn, $TicketID);
+ }
+ }
+ }
return;
}
# --
# GetEmailParams
# --
*** Defaults.pm.org Fri Apr 8 11:21:23 2005
--- Defaults.20050408.pm Fri Apr 8 11:21:40 2005
***************
*** 1049,1058 ****
--- 1049,1065 ----
# PostmasterFollowUpSearchInReferences
# (If no ticket number in subject, otrs also looks in In-Reply-To
# and References for follow up checks)
$Self->{PostmasterFollowUpSearchInReferences} = 0;
+ # PostmasterFollowUpSearchInEmailAddress
+ # if someone sends a request from the same Email Adress, twice, in the
+ # time PostmasterFollowUpSearchInEmailAddressTime [minutes], it will
+ # be a followup ticket
+ $Self->{PostmasterFollowUpSearchInEmailAddress} = 1;
+ $Self->{PostmasterFollowUpSearchInEmailAddressTime} = 1440;
+
# PostmasterUserID
# (The post master db-uid.) [default: 1]
$Self->{PostmasterUserID} = 1;
# PostmasterDefaultQueue
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