On Wed, Sep 08, 2010 at 10:41:32AM -0400, Jason A. Smith wrote: > On 09/08/2010 10:16 AM, Peter Barton wrote: >>>> >>>> I have seen the RT-Extension-MandatorySubject plugin and this is >> great for >>>> opening tickets via the web interface. However, my company opens at >> least >>>> 90% of its tickets via email. Is there anything out that can enforce >>>> mandatory subjects on tickets opened via email? >>>> >> >> >>> How would you do that? Sending a bounce back? -- which is not >> convenient? >>> What you can do is write a scrip on create to look for empty subject >> and then insert one based on whatever criteria you want, eg requestor / >> sender email>address or the first line of the content etc .. >> >>> Regards; >>> Roy >> >> I would actually like to bounce the email back notifying the sender that >> the subject is required. > > Personally I don't see a problem with sending a bounce to a person who sent > an email without a subject either. I think the original email without a > subject is inconvenient, so they deserve a bounce. > > We send all of our RT email through procmail for some additional filtering > like this and this is the section of our procmail that checks for missing > subjects. It sends a copy of their original email back to them, with a > subject saying that their ticket was rejected because the subject was > missing. It also adds a message to the email body, but unfortunately it is > appended so they may not see it. I haven't bothered to try to figure out a > way to prepend it. I Bcc the bounces to my email address also, so I know > when people do this and I can check to see if they resent the email with a > subject. > > ~Jason
> # > # Check for missing or empty subjects: > # > ERRORS_TO="my.em...@domain.com" > SUBJECT=`formail -xSubject: | expand | sed -e 's/^[ ]*//g' -e 's/[ ]*$//g'` > :0 c: > * SUBJECT ?? ^^^^ > | formail -I "Status: R" >>${MAILDIR}/noSubject > :0 A > |( formail -brkt -I"From: RT Ticket System <ticket-addr...@domain.com>" \ > -I"Bcc: $ERRORS_TO" \ > -I"Subject: RT email ticket rejected - NO SUBJECT."; \ > echo "-------- RT Message --------"; \ > echo "Your email ticket request will NOT be processed without a subject."; > \ > echo "Please include a subject in your email message above and resend it." > \ > ) | $SENDMAIL -oi -t > :0 c: > * SUBJECT ?? \(no subject\) > | formail -I "Status: R" >>${MAILDIR}/noSubject > :0 A > |( formail -brkt -I"From: RT Ticket System <ticket-addr...@domain.com>" \ > -I"Bcc: $ERRORS_TO" \ > -I"Subject: RT email ticket rejected - NO SUBJECT."; \ > echo "-------- RT Message --------"; \ > echo "Your email ticket request will NOT be processed without a subject."; > \ > echo "Please include a subject in your email message above and resend it." > \ > ) | $SENDMAIL -oi -t > > In principle, an informative bounce is okay. Unfortunately, it can be taken advantage of by unscrupulous mailers to send SPAM messages to other E-mail addresses with the consequent impact to your mail reputation and ability to send E-mail from your domain to others. If you restrict such bounces to local authenticated E-mail, then you can minimize the risk through the use of accountability. Cheers, Ken RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!