Alternative Method for File Uploads

[f0rd42]

Gents

we had this discussion a while ago and I'd like to take the chance and restart it (for whatever reason I couldn't find my originla post).

Problem: Huge file attachments from users to us (e.g. logfiles, Dumps, etc.) are a problem if they arrive through email (user side restrictions, our restrictions and the not working parser).

Therefore my idea about an alternative way : FTP.

This could work as follows:

1. When ever a new customer is created in kayako, there should be automatically a normal OS user created as well.

2. Whenever a new ticket is created, kayako creates a directory underneath ftp-root und the group, e.g. \home\ftp\kayako_groupname\kayako_username with rw right only to the user who created the ticket and all other users in that goup (we put all users belongig together in a group, e.g. Group: ACME, User jdoe).

3. The user can either use the normal methods (webinterface, email) or ftp to ourserver and when he provides his login credentials, he get redirected (chroot) to the groups home,where he can then see all open tickets as directories)

4. the content of the ticket directories have to be listed in the ticket as well (with direct download access to it)

5. once a ticket is closed, the ticket-subdirectory could be moved to some sort of an archive or just stay there.


just my 2 cent. Any ideas / suggestions?

f0rd42