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Ticket Management System

Farakh khan
Ranch Hand

Joined: Mar 22, 2008
Posts: 732
Hello,
I developed a user trouble ticket system. Email is fired when ticket is updated or created.

I want to know the possibility that user should be able to reply this ticket from his/her email and data should be inserted in ticket database specific table/columns (Oracle XE).

I mean to say that user should be able to reply either from his/her control panel by logging to the website or reply from his/her regular mail e.g. yahoo, gmail, hotmail etc. but data should be inserted into specific table columns.

Any help will be highly appreciated

Thanks in anticipation
Rob Spoor
Sheriff

Joined: Oct 27, 2005
Posts: 19693
    
  20

You would need to poll the email box, pull out new emails and parse these. The latter part may be tricky - the user can decides to modify the email in such a way it is no longer parseable. What are you going to do then?

At my job where I implemented our own ticketing system we simply disallowed direct replies. Each email sent out to the user has a link that opens the application at a point where all the user has to do is type in his remarks and press a button.


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David Newton
Author
Rancher

Joined: Sep 29, 2008
Posts: 12617

Rob Prime wrote:You would need to poll the email box, pull out new emails and parse these. The latter part may be tricky - the user can decides to modify the email in such a way it is no longer parseable. What are you going to do then?

Bail; I think most systems just look for a ticket number token in the subject. If gone, or not in any mail headers, bye bye.

I agree it's easier to not implement the functionality, but it's *so* convenient to have :/
Farakh khan
Ranch Hand

Joined: Mar 22, 2008
Posts: 732
Hello Sir/Madam,

Rob Prime wrote:You would need to poll the email box, pull out new emails and parse these.


I should not say how but request to get me some clues to do it or any documentation/article help

Best Regards
Rob Spoor
Sheriff

Joined: Oct 27, 2005
Posts: 19693
    
  20

Look for any JavaMail tutorial. I found the following two quite useful:
http://www.javaworld.com/javaworld/jw-10-2001/jw-1026-javamail.html
http://java.sun.com/developer/onlineTraining/JavaMail/contents.html
Farakh khan
Ranch Hand

Joined: Mar 22, 2008
Posts: 732
Rob Prime wrote:Look for any JavaMail tutorial. I found the following two quite useful:
http://www.javaworld.com/javaworld/jw-10-2001/jw-1026-javamail.html
http://java.sun.com/developer/onlineTraining/JavaMail/contents.html


Thanks am checking and will let you know about the progress

Best Regards
 
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subject: Ticket Management System