Mod so able to email update tickets

Dale

Hi all,

Installed 1.6 RC5 and have a question. Is there a mod that allows a client or staff member to reply to the ticket email notifier so the client or staff member can update the ticket?

I saw the thread with the RC4 mod (here) but that is not compatible with RC5 for various reasons.

I know the comment about security concerns has come up but we are a small company with 3 IT and 30 prod staff. The ability to update tickets via this method outweighs the security concern for us. We would like for clients who have emailed osticket to create a job to be able to reply to the new ticket email to provide updates. Secondly, we'd like for the IT staff to be able to reply to the ticket assigned email to update the ticket too.

Thanks

Dale

PRedmond

You want the staff and clients to be able to reply to notifications, and have that reply appear in the ticket? That is what osTicket does!

You need to get the emails from the inbox into osTicket. There are two ways to do this: cron (which is an automated process that retreives the mail from the inbox) and piping (which forwards the emails to the osTicket program).

Have you set up either of these? If not, look around the forums and check out the wiki. If you can't get it working, post back...

xrat

This has been described several times. Just look through the mods. Even the thread you pointed at has a link to http://osticket.com/forums/showthread.php?t=2218(http://osticket.com/forums/showthread.php?t=2218) which describes a mod.

Anyway, note that the particular solution depends on how you have set up the mail input chain (email piping, POP3/IMAP fetching, ..). If you use api/pipe.php the essiantial parts are rather simple.

If you search the forum for the keywords mismatched, emails, and hell (all together) you'll find a solution for sure.

HTH.

Dale

This has been described several times. Just look through the mods. Even the thread you pointed at has a link to http://osticket.com/forums/showthread.php?t=2218(http://osticket.com/forums/showthread.php?t=2218) which describes a mod.
Anyway, note that the particular solution depends on how you have set up the mail input chain (email piping, POP3/IMAP fetching, ..). If you use api/pipe.php the essiantial parts are rather simple.
If you search the forum for the keywords mismatched, emails, and hell (all together) you'll find a solution for sure.
HTH.

The mod you link above relies on staff login being the same as email address. That's not true in our case.

Anyways, didn't notice it was actually working correctly. PRedmond was correct (I was stupidly assuming it wasn't). Someone had told me it wasn't working, never really tested it myself till now. :)

PRedmond

The main thing is that it is now working!!