Practical Usage

alifopensrc

Hi guys,I'm wondering how many of us really do have a practical usage of OST 1.9. Let me make it clear, I salute the OST team and love their work but without these few things below, all i can imagine is a very restrictive usage of the email system we have all come to love.1. Splitting/Merging of ticketsLet get real here, this request to merge or split tickets have been enquired in this forum since almost time immemorial (or since V 1.7). And up till now, there has been no such option. If you need more ideas for this feature and how it could work technically, i have a few ideas.2. Displaying created ticket dates to match email received.I believe there should be a way to distinguish between the initial usage where user imports mailbox contents into OST vs a mailbox which has been regularly imported by OST. Reason being it gets VERY confusing during email search and sorting through. Not to mention that for some of the timezones, it appears a little whacked where am appears as pm and vice-versa (havent investigate if server time is at fault). And probably it helps if there is a nag which asks users to hurry and sort all the backlogs.3. CC & BCCIt escapes me how cc and bcc could not be defined in OST. It is a very conventional tool which most of us are used to. I cannot stress on the importance of having this option.Haters, before you come round and say "Oh they're doing a good job and you're not paying so keep complaining", I would urge you to check these fundamental features i've just mentioned. And because of this, how many people actually stayed using this system and for how long. This should give a good gauge of how important any features are.If funding is the concern here, then please display the donations that you require and have achieved using widgets like 'Pitchin Box'. I'm sure there would be willing sponsors who would love to chip in what they can to see this become an awesome piece of software. Its sad to see OpenSource solutions creator privatizing the enhancements and features after they are financially better endowed. Hope you guys aren't like that.If you are serious, i have a few more suggestions and technical specifications to suggest. But only if you are seriously intending to remain OpenSource. If not i'd very much rather just find another project or hire a few programmers to put things together and start a new project which can be a drag.Hope to hear your response soon.Thanks Guys.-AOS.

buck_rogers

Hi, I'm not related to the project in any way, but I am curious as to your specifications. I might be interested in them too, and perhaps I could build them into my installation.

alifopensrc

Hey Buck,Are you for hire? Or will you make the modifications available to the OS community?-AOS..

buck_rogers

Not for hire right now. But, if I can make a successful module, and it is Open Source where you use at your own risk, I can look into it. Maybe I could look at the CC and BC. You are only asking to be able to add a CC or BC to an email, right? Do you mean from within a dropdown, or freeform, query LDAP, how?

buck_rogers

Do you mean here?

buck_rogers

Please delete. Duplicate post.

ntozier

This does not appear to be a suggestion and feedback. Moving to general discussion.1. Splitting/Merging of ticketsYou still cannot do this in an automated fashion.2. Displaying created ticket dates to match email received.There is no back date mode... but well if you just process mail in as close to real time this really isn't an issue. (read: use cron)3. CC & BCCPlease see the Collaborators feature. It is essentially this feature.

buck_rogers

@alifopensrc Does #3 provide what you were asking?

buck_rogers

This is what I show for collaborators:

alifopensrc

Hey Buck,Those 3 in my original post are j a few of the things but yeah, you are right. Fundamentally, it'd be best if OST can respect and implement CC and BCCs just like emails. It can probably be added in the "New Ticket", "Reply" and also "Post Internal Note". That'd be really helpful.I have a few other ideas if you'd like to hear them. Don't want to overwhelm you. J lemme know, anyone who's willing to listen or would really be able to contribute programatically to OST faster as the staffs seems to be bogged down with alot. Thanks everyone.-AOS.

alifopensrc

@[deleted],1. Perhaps it should be a priority considering that this feature has been requested and suggested over spans of version of OST.2. The whole premise of this argument is the fact that people might import earlier mails. And it does not help that the top area of each ticket does not reflect normal email headers i.e. who the mail was CCed to etc. And when was it sent. It only showed when the ticket was imported/created.3. I do not see a way in which user can specify who to "CC" or :"BCC". And it most certainly isn't in the New Ticket screen. Please correct me if i am wrong.-AOS.

buck_rogers

The Collaborators setting does not help?

alifopensrc

No Buck,Adding collaborators only appears in ticket reply and you cannot choose between cc and bcc.-AOS.

stuartt

alifopensrc you are 100% correct about merge/splitting of tickets. I have been waiting years for this and seen so many people ask for it. It is a fundamental aspect of any ticket system.Very surprised not to see it in 1.10.