[SOLVED] Mail to Ticket / Action - Ticket #2199

Hi Babynus,

please let me suggest following idea:

In our incident mailbox we get a lot of incidents, which have to be tracked. We way we have to go is, to copy / paste details of mails in a Ticket or Action in the tool.

A possible Improvement of ProjeQtor could be:
An (new) incident is reported via mail. This mail should be sent to a dedicated mailbox (e.g. 'new Ticket / Action' email in Global Parameters) and then create automatically a Ticket or an Action (could be defined in Global Parameters).

Ticket or Action should have the status 'recorded'.
Subject of Mail could be 'name'
Body of mail could be 'decription'
Requestor could be 'mail' or 'sender' of mail.

What do you thing about?

Regards,
Klaus

I would define a 'dummy' project to which these Tickets / Actions should be assigned. Then somebody has to assign it manually to a project - depending on the content of the Ticket / Action.

I thought about and have following insights:
.

• If a mail sender is not in contacts, then he could not be selected to be a issuer or requester. Idea: if sender is not in contact, then enter mail address in 'external reference'. But fields 'external reference', 'issuer' and 'requester' not available in Actions.
• From my pov, a mail sender could be requester. Issuer could have generic name like 'MAIL'. This indicates more clear, Ticket is opened via mail.
• Or 'origin' is type 'mail'. But this field is not in Action
• Your idea to selected project automatically where issuer is assigned to looks charming. Question: how to handle, if issuer is assigned to more than one projects? I have no idea for that.