Hi all,I'm new to OsTicket I installed one instance to handle hw/sw support for my institution (2500 people) but I was in a hurry and I had to add some tables and code in pages (yuck!) to reflect our internal workflow. Now I need to set up a new instance to manage the service status of our free wi-fi network with thousands of devices (routers and APs) as I explain on my previous thread http://forum.osticket.com/d/discussion//email-to-open-close-ticket-with-specific-object-body#latest - sorry for the repetition but I'd like to explain the issue a bit deeply. Here are the key points:each device can be programmed to send an email with a defined subject and body, specifically device_id, status (up/down)I need a ticketing system able to:open a ticket on status "down" (OsTicket already does that and works well on 1.9.1)allow the newly opened ticket to be worked by staff (ok)close the same previously opened ticket with the same device_id IF status is "up" (this functionality is missing)I'd like to work on a mod to add that with the support of (and for) the community and I'd be grateful for info/shortcuts on how/where to startThanks!Marcello
