On Mon, 25 Oct 2004, Kevin wrote: > 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; > 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); > 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); > 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.
This is not the kind of reply you want, I know. But why don't you use a free-software helpdesk system, such as http://otrs.org/ ? A proper queue and ticket-tracking system such as the one implemented by OTRS will give you less hassle on the long run. And it will take about the same ammount of effort to implement as what you describe, but it is less prone to operator error. -- "One disk to rule them all, One disk to find them. One disk to bring them all and in the darkness grind them. In the Land of Redmond where the shadows lie." -- The Silicon Valley Tarot Henrique Holschuh --- Cyrus Home Page: http://asg.web.cmu.edu/cyrus Cyrus Wiki/FAQ: http://cyruswiki.andrew.cmu.edu List Archives/Info: http://asg.web.cmu.edu/cyrus/mailing-list.html
