Fwd: Re: Hide details from reply's

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----- Forwarded message from [email protected] -----
     Date: Mon, 06 Feb 2006 11:16:05 +0100
     From: Auke Bruinsma <[email protected]>
  Subject: Re: [whups] Hide details from reply's
       To: Chuck Hagenbuch <[email protected]>

Chuck Hagenbuch wrote:
> Quoting Auke Bruinsma <[email protected]>:
>
>
>> When using the mailscraper to convert support mails in tickets in a
>> commercial support envirment it can be undesirable to show the url to
>> the ticket in
>> the reply e-mail.  Also an reply  e-mail to the ticket requester on
>> every update is not always desirable. The same for including the state
>> (you don't always want your custumers to know what you think is the
>> priority of their request). So I would like to implement 4 extra preferen=
ces
>>
> [snip]
>
> If you're contemplating changes like this, how about considering =20
> going  all the way and simply defining a set of rules (recipient, =20
> queue,  etc...) by which to select a custom template for the email?
>
Sounds like a good idea. To implement this I would change the Driver.php
to replace strings like:
@@comment_placeholder@@
@@ticket_url@@ etc.
Those templates should be linked  to a queue (like the current states
and priorities etc.) You can link more as one template to a queue. And a
template should contain the definition for the recipient role it may be
used for. (it may only used for creators, or for everybody execpt creators)
or for a specified e-mail adres.
Also they get a priority.

If a queue contains multiple templates, which matches for the e-mail
recipient, the one with the highest priority will be used.

>> I assume creator/requestor are the same when a message is processed by
>> the Mail.php and mail-filter.php.
>>
>
> They should always be the same, no?
>
I don't know, I guess so, but why than the different words? I though
there whould be some kind of difference?
> -chuck
>
>
auke


----- End forwarded message -----


-chuck

--=20
"So we're talking near-sonic speeds for a vegetable."
Reasons to go to the Punkin Chunkin World Championships

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Message-ID: <[email protected]>
Date: Mon, 06 Feb 2006 11:16:05 +0100
From: Auke Bruinsma <[email protected]>
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To: Chuck Hagenbuch <[email protected]>
Subject: Re: [whups] Hide details from reply's
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Chuck Hagenbuch wrote:
> Quoting Auke Bruinsma <[email protected]>:
>
>   
>> When using the mailscraper to convert support mails in tickets in a
>> commercial support envirment it can be undesirable to show the url to
>> the ticket in
>> the reply e-mail.  Also an reply  e-mail to the ticket requester on
>> every update is not always desirable. The same for including the state
>> (you don't always want your custumers to know what you think is the
>> priority of their request). So I would like to implement 4 extra preferences
>>     
> [snip]
>
> If you're contemplating changes like this, how about considering going  
> all the way and simply defining a set of rules (recipient, queue,  
> etc...) by which to select a custom template for the email?
>   
Sounds like a good idea. To implement this I would change the Driver.php 
to replace strings like:
@@comment_placeholder@@
@@ticket_url@@ etc.
Those templates should be linked  to a queue (like the current states 
and priorities etc.) You can link more as one template to a queue. And a 
template should contain the definition for the recipient role it may be 
used for. (it may only used for creators, or for everybody execpt creators)
or for a specified e-mail adres.
Also they get a priority.

If a queue contains multiple templates, which matches for the e-mail 
recipient, the one with the highest priority will be used.

>> I assume creator/requestor are the same when a message is processed by
>> the Mail.php and mail-filter.php.
>>     
>
> They should always be the same, no?
>   
I don't know, I guess so, but why than the different words? I though 
there whould be some kind of difference?
> -chuck
>
>   
auke

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