lotozo@magnus.acs.ohio-state.edu (William A. Lotozo) (05/17/91)
I am looking for software that will effectively cover my departments's needs for managing and tracking customer problems and gathering contact statistics. *One* of the requirements is that the system should be able to interact with our e-mail services. Specifically: mail posted to bboards such as the microcomputer or mainframe consultant etc. should automatically be routed into the Problem Tacking System (PTS). Answers should be posted to the PTS and automatically routed back to the originating bboard. Mail sent to individual ACS staff should be able to be bounced or forwarded to the PTS. Replies to individual customers should be posted to the PTS and copied to the originating person's e-mail address. In addition, the system should be able to interact with our whois service. My question is: What specific technical questions should I be asking vendors to determine if their product does or can provide these types of functions. I don't know much about unix and even less about e-mail internals. Are there standard hooks in unix that need to be supported by the product for this to be accomplished? In this question, assume that the system will run under unix. Can you give me some advice on this? * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Name: Bill Lotozo The Ohio State University * * Internet: lotozo+@osu.edu Academic Computing Services * * Phone: 614/292-4843 Room 406 Baker Systems * * FAX: 614/292-7081 1971 Neil Avenue, Cols. OH 43210 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Name: Bill Lotozo The Ohio State University * * Internet: lotozo+@osu.edu Academic Computing Services * * Phone: 614/292-4843 Room 406 Baker Systems * * FAX: 614/292-7081 1971 Neil Avenue, Cols. OH 43210 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *