I am interested in that script Mark Fuller
BandTel Engineering 603-528-6538 Option 2 603-528-6937 FAX -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gene LeDuc Sent: Monday, November 26, 2007 11:29 AM To: Asrai khn Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] take and resolve actions via email Hi Askar, This doesn't answer your question about special features, but it does tell you a way to do what you want to do. I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip. When someone opens a ticket, I send out 2 e-mails. The first goes to the user who opened it - they get login credentials so they can look at the ticket. The second goes to the AdminCc list for the queue to notify them that there's a new ticket in the queue. If a reply comes in for that ticket, and the sender is one of the AdminCc, and the first line of the e-mail is "Ok", then my scrip sets the ticket owner to the person who sent the message and the status to resolved. Otherwise the message just gets attached to the ticket. It would be simple to modify a scrip like that to do a "take" as well. If you're interested in following this trail, let me know. Regards, Gene At 06:55 AM 11/22/2007, Asrai khn wrote: >while reading RT3 FAQs found that ... > >A2: RT 3.5 has support for take and resolve actions in rt-mailgate >script, you can use them, but you should enable them in config. > >Wondering what to change in RT_SiteConfig.pm and can someone give me an >examples of how to 'take' 'resolve' tickets via email, I know how to >open new tickets in specific queue using mail. > >Thanks. Askar -- Gene LeDuc, GSEC Security Analyst San Diego State University _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com