223074 - Semi-Automated Response Templates with scoring using Regular Expression

Status: RESOLVED DUPLICATE of bug 119734

(Bugzilla :: Email Notifications, enhancement)

Description

[Ludovic Dubost]

User-Agent:       Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.5) Gecko/20031007
Build Identifier: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.5) Gecko/20031007

This patch implements a semi-automated response template system for bugzilla
usefull if you want to use bugzilla for customer support.

How it works:

Admin setup: 
- create response templates
- create keywords and assign response templates to keywords

Day to Day work:
- setup bug_email to automatically enter incoming emails in bugzilla (needs a
currently unpublished patch to allow anonymous email into bugzilla)
- when viewing a bug ask to show response template. The tool used the regexp to
propose possible template using the score.
- choose the answer
- send the response to the external email address (save in a custom field by the
bug_email interface)


Reproducible: Always

Steps to Reproduce:

Comment 1

[Ludovic Dubost]

Attachment: Patch against 2.17 Head

Here is the patch.. It needs work as it is not templatized but it works..

Comment 2

[Ludovic Dubost]

I forgot to say this patch is dependent on the custom fields patch in bug 91037

Comment 3

[A. Karl Kornel]

Not a bad idea, I'm for it.  This isn't limited to customer support.  I can see
how developers might like this.  For example, a pre-filled template to be used
when marking a bug as a duplicate.

This is certainly an interesting idea.  As this would require custom fields, you
should mark this as depending on bug 91037.  Templatization of the web pages &
emails would also be needed.

I'd also suggest looking at the Oregon State University implementation of
Bugzilla, which includes a number of add-ons.