Kevin,
--On Montag, 25. Oktober 2004 8:46 Uhr -0400 Kevin <[EMAIL PROTECTED]> wrote:
I'm running cyrus-imapd-2.2.8 and cyrus-sasl-2.1.19-r1 on an x86 Gentoo Linux box and trying to figure out the best way to implement some sort of helpdesk functionality. I have O'Reilly's book _Managing IMAP_ and it discusses both shared mailboxes and the bulletin board mailbox (owned by system but with access rights by several), but I'm not sure that either will do everything that I'd like.
not by themselves, but potentially together with other tools.
In particular, I'd like the following functionality:
1) email sent to [EMAIL PROTECTED] gets sent directly to some list of maybe 4-8 "helpdesk" users (cyrus mailboxes) for action by any one of them;
That's trivial, but may actually be a bad idea, because that way you'd have 4-8 copies of the mail.
2) replies to any of those messages (the ones that were written To: [EMAIL PROTECTED]) from any of this list of 4-8 helpdesk users get sent to all of the helpdesk users (so that all of them know when a message has been replied to and needs no other action);
That's a function of the MUA you're using. See below for more regarding this.
3) state of the mailbox preserved between access by different users (again, so that all of them can see what's been done already by someone else);
You can have that with a shared mailbox.
4) any of these replies (written by [EMAIL PROTECTED] or [EMAIL PROTECTED]) actually have (as From: fields) the original address [EMAIL PROTECTED] and no trace of the actual user's email address.
Yet another function of the MUA. 2) and 4) are very easy to achieve with Mulberry: all you need to do is set up an "identity" for the helpdesk role. I am (among other roles) postmaster and listmaster for Cologne University and have identities that do precisely that: set the 'reply-to' (could be 'from', but I prefer to use my real address there) and the 'cc'.
Any suggestions on the best way to implement this sort of functionality? I'm sure that (1) could be done with the MTA (postfix-2.1.5).
Right.
I'm not sure about (2)... would sieve accomplish that?
No, sieve is for incoming mail only.
I know that (3) should be easy enough with a shared mailbox (not a bulletin board).
Right.
But (4) looks like it's non-trivial---would sieve do this?
No, see above.
Any ideas? What have other folks done? Is there a good reference for this subject? I've read my book, looked through the archives, and googled around, but haven't found anything really useful.
We currently use wreq for some jobs and have looked at OTRS and RT. Those tools may work better for you, but they require additional setup.
<http://www.math.duke.edu/~yu/wreq/> <http://otrs.org/> <http://www.bestpractical.com/rt/>
Cheers, Sebastian -- Sebastian Hagedorn M.A. - RZKR-R1 (GebÃude 52), Zimmer 18 Zentrum fÃr angewandte Informatik - UniversitÃtsweiter Service RRZK UniversitÃt zu KÃln / Cologne University - Tel. +49-221-478-5587
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