Hi Pol, On Wed, Nov 06, 2002 at 12:05:09AM +0100, Turpel Pol wrote:
> We are using OTRS since several weeks for ISP abuse services. > We like it very much, and appreciate the really good work done by the OTRS > Team. Thanks! :-) > Now, we have a question/suggestion specific to our OTRS abuse usage: > - we receive complaints to the abuse queue, where people complain about > SPAM, virus, TCP port scan etc. originating from one of our customers . > - we look up the details for this customer and want to send a Warning or > [...] > - there might be a possibility to have a similar link like that for 'Contact > customer (phone)' , but called 'Contact customer (mail)' . It should have an > empty destination field, to fill in your customers mail-address, but it will > also have an empty body, which would penalize predefined responses. > - so, another better possibilty: if there would be some more fields in > AdminArea - Response Management , like 'destination address' & 'body type', > it might be possible to specify whether you want to predefine the > destination address (using From:) or if the destination address field in > your response should remain empty. The body type would define if you want to > append an excerpt of the complainers email or not to the predefined > response. > This would allow us to define more variable predefined responses for several > purposes, as well for complainer replies as for customer warnings. Both solutions sounds good. The second one would be the more generic solution. But on other side the first solution (own link -=> own/new OTRS module) would be the better one for you because you can add some thing like a customer address book for lookups on external databases... (improved workflow). But it would be a module just (more or less) for you. -=> Anyway, I would prefer the generic solution (Response Management). What do you think? If you need a specific OTRS module for your business/ environment (e. g. with specific lookups in other databases, LDAP trees, ...), we (or other companies) can code this (for money :). > Again, THX for your great work. I would like to participate in any kind to > this marvelous project, but actually my Perl knowledges are not at your > level. So, my participation would be stressing/testing your product ;-) Fine! Thanks Pol! .-) > Pol Turpel - System Engineer Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
