This is probably a feature request - is it possible to set an email header in e-mail notifications sent from iTop?
The main use case I was thinking of, is to be able to add an e-mail header for certain types of notifications.
With another ticket system, there is sometimes a "response" war.
1) From an e-mail address support@orgA.com , an e-mail is sent to org B.
2) org B's ticket system processes the e-mail; and sends a "Ticket received!" to support@orgA.com .
3) support@orgA.com is also processed by a ticket system, sending a confirmation e-mail: "We received your ticket!" to org B's ticket mailbox
4) Looping starts (#2).
Smart ticket systems would be able to ignore auto-responses. Ignoring an e-mail based on an e-mail header indicating that it is an auto response, is safer than ignoring an e-mail based on a title.
So, ideally, for the generic "ticket received" notifications, it would be great to indicate that it's an auto-response (and not e.g. a response written by an agent).
Of course, it still depends a lot on how the other ticket system is configured, but it would be an improvement.
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This is probably a feature request - is it possible to set an email header in e-mail notifications sent from iTop?
The main use case I was thinking of, is to be able to add an e-mail header for certain types of notifications.
With another ticket system, there is sometimes a "response" war.
1) From an e-mail address support@orgA.com , an e-mail is sent to org B.
2) org B's ticket system processes the e-mail; and sends a "Ticket received!" to support@orgA.com .
3) support@orgA.com is also processed by a ticket system, sending a confirmation e-mail: "We received your ticket!" to org B's ticket mailbox
4) Looping starts (#2).
Smart ticket systems would be able to ignore auto-responses. Ignoring an e-mail based on an e-mail header indicating that it is an auto response, is safer than ignoring an e-mail based on a title.
So, ideally, for the generic "ticket received" notifications, it would be great to indicate that it's an auto-response (and not e.g. a response written by an agent).
Of course, it still depends a lot on how the other ticket system is configured, but it would be an improvement.