NYCPHP Meetup

[CED]

Rolan,

Thats a good idea too for a homegrown.

-Ed

----- Original Message ----- 
From: "Rolan Yang" <rolan at omnistep.com>
To: "NYPHP Talk" <talk at lists.nyphp.org>
Sent: Friday, May 18, 2007 1:09 AM
Subject: Re: [nycphp-talk] Support Ticket Sytem


> Michael B Allen wrote:
> > There are a LOT of support ticket systems around. You might want to
> > checkout freshmeat.net. Unfortunately it seems like no particular one
> > ever never suits your needs (which explains why there are so many).
> >
> > The support ticket system I always wanted was one that just used IMAP
> > for everything where the "tickets" where really just emails. So when
> > someone searched tickets it really just used IMAP to talk to the local
> > IMAP server. Also there would be a mail processing script to identify
> > or insert a ticket number in the subject line. Etc. Never found such
> > a thing.
> >
> > Mike
> >   
> 
> That does sound like a pretty simple solution, and simple elegance is 
> usually quite hard to achieve!
> What you're asking is not very difficult at all. I would suggest 
> configuring a procmail or maildrop (or whatever scripting mail delivery 
> agent you use) to feed the message to a php (I'm only saying php because 
> this is the php list, but a perl or bash script would be much leaner) 
> script which checks and rewrites the subject line. I can see it being 
> done with about 20 lines of code.
> 
> If you plan to use a consecutive numbering system for the tickets, I 
> would also suggest appending a stored hash code to the end of it. 
> Without that, pranksters could change their ticket numbers or create 
> other ticket numbers injecting garbage in with your legitimate tickets. 
> This brings up another interesting question. What are you going to do 
> about the incoming flood of tickets selling Viagra, weight loss 
> miracles, and stock market tips? :)
> 
> ~Rolan
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