On 21 March 2000, Alessandro Bottoni
<Alessandro(_dot_)Bottoni(_at_)think3(_dot_)com>
wrote:
The customer service of the company I work for would need a simple
tool to enforce some kind of "workflow" processing on the e-mail
messages coming from the customers (bug detection, signalled problems
and so on).
I'm thinking to use ProcMail to implement a workflow system like the
following:
1) The user send us an e-mail compliant, with an attached file
2) Using ProcMail and Python script, we strip away the insults,
analyze the message contents and decide the kind of path it will have
to follow (analyst->support engineer->programmer->exorcist...)
3) Using ProcMail we forward the message from step to step, until we
get rid of it (no matter if the problem is solved...)
[...]
Am I reinventing the wheel?
No, but you _are_ trying to dive a needle with a microscope.
Are there better (freeware) tools to perform this task? Is it
possible/better to centralize the workflow management (For example,
using a single "hub" mailbox and a database containing the info
regarding the document to be processed)?
Any suggestion? Comments? Laugh?
Don't do it by e-mail, use a specialized bug tracking system; there
are a few free ones out there (although I never used any of them).
Regards,
Liviu Daia
--
Dr. Liviu Daia e-mail: Liviu(_dot_)Daia(_at_)imar(_dot_)ro
Institute of Mathematics web page: http://www.imar.ro/~daia
of the Romanian Academy PGP key: http://www.imar.ro/~daia/daia.asc