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

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Comment	> I think I could make the same argument for interfacing with an > external ticket system that you made for interfacing with whups, Jan. > If there is an API available, it should be used. > > > > Email probably is the lowest common denominator when it comes to > trouble ticket systems but its fraught with the same set of problems > I described with using the mail-filters script - it generally > requires manual intervention (in ours, my secretary has to assign the > ticket out of the email queue and into a "live" queue), and there's > no way to enforce things like queue, priority, type of ticket, etc. > And even though our ticket system does support email, we only have > that enabled for receiving tickets for legacy/backwards compatibility > issues, namely that we used to have a number of generic tech support > email addresses and even though we migrated to a new web-based ticket > system, it takes a while before everyone comes around to using it. > > > > I only suggested that it be hookable because that would be the > easiest way to allow someone to write code to interface with a > third-party ticket system. You're right about it not being a > preference - I'd think it should be a configuration option, and tend > to lump all config options generically together as "preference". > conf.php options are sysadmin preferences :) > > > > The reason I offer any sort of response to this is I know we're going > to end up writing something to interface with our ticket system here, > and a number of school districts have already asked for the same > thing. Email works, but it is a quick and dirty and not so elegant > way to submit tickets. So I hope you'll reconsider :) > > > >
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