#18 Inbound e-mail to ticket allocation
It would be quite useful if there was a cron script
that checked a mailbox (such as "helpdesk@xxx") and
added that as a new open task.
Although there may be problems with spam etc. which
might have to be deleted - but the benifits would
outweigh.
I would like to see any e-mail be entered in as a job,
then when it is "authorised" and added as a job (read:
allocated) the sender automatically gets an e-mail
back.
All of the required fields are there:
Date;Time; Subject (although this should be appended
as eith "E:Mail"; and the e-mail address. The only
parts that will be missing are Urgency;Problem; - but
these could be set with a default based on helpdesk
policy - ie. all problems are Urgent until allocated.
As a followup - any e-mail that comes in that has the
word "ticket#" could be parsed, and added to an open
job - as "normally" this would mean that someone has a
joband maybe is asking the status, or the problem has
reoccured again. It is common for our helpdesk to get
people responding to ticket e-mails - sometimes we
request them to send more information about a problem
when they collect and reply to.
If you had this - then you don't need to have users
with passwords - it would be up to the engineer co-
ordinator to ring the person (ie. followup!) and ask
for more detail - or simply find out how to spell
their full name.
This would illeviate our problem of customers having
to have access to our database. They always e-mail or
phone requests in - right now they have tophone and we
have to enter it.
Logged In: NO
I believe that this does not NEED to be actually part of
phphelpdesk. It seems any 3rd party utility that can
answer an email and add a record to a mySQL database could
do this. If one does not exist, I will be making one
shortly. Matt