Tickets :: Comment on [#1917] Integrate Horde Problem Report with whups

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Comment	> Chuck, > > > > Your suggestion would work for a small second beta group, like we're > about to embark down the road with. But you've got the problem of > getting a message that you may well generate from within Horde, > through IMP, into a file, that you have to manually or through a > scheduler invoke another script to get it into a database. That > doesn't scale very well, and you have to have clear protocols defined > for user submission of tickets via email (i.e. spell out priorities, > what queue, how you attach or include a file or screenshot, etc.). > > > > Invoking the whups API from the problem report icon solves all of > that. Using a script could be viewed as more of an import feature > (still very useful). But if a native method exists, use that. And > if it whups isn't installed, use the existing mechanism of generating > an email. > > > > Going off on a tangent, it would be even nicer to have problem > submission be a preference that you could hook. That way you'd end > up with three options: > > > > 1) Default submit via form to generate an email, > > 2) Invoke whups API if its available and problem_submission method > is whups, or > > 3) Run problem informaton submission through a hook, to interface > with external ticket systems (Bugzilla, OTRS, WebHelpDesk [which is > what we use and which has a forms based submission API], etc.)
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