[rt-users] Block new ticket creation from Email
I want to be able to reply from RT to users trying to create tickets via email and tell them they have to use the web interface to create tickets and I don't want the ticket to be created. I do however want all of the email functionality to work once a ticket is created since most of the time we need to coax more information out of our users so we can understand what they want. I currently have my entry in aliases going to a nonexistent Queue to make this functionality work but I have no way to (or can't figure how) to make RT respond with instructions on using the system. I have tried to modify the code but can't follow exactly how it flows from rt-mailgate to ticket creation. Any help on this would be appreciated. Thanks in advance William Kelleher Network Engineer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Block new ticket creation from Email
William, Why not have the email sent to a queue that has a separate reply scrip that uses a template that includes your instructions along with a link to the main RT web page for them to use to enter their ticket. Or maybe configure an autoresponder in aliases that will send your boiler plate text to the user. The first one might be better for you since you can capture their initial message and its info. But I don't know the amount of traffic you get and the time it will take to copy the data from the first message into the correct ticket. You could also have a scrip that creates the ticket and closes it immediately. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! William Kelleher [EMAIL PROTECTED] 6/6/2008 3:13 PM I want to be able to reply from RT to users trying to create tickets via email and tell them they have to use the web interface to create tickets and I don't want the ticket to be created. I do however want all of the email functionality to work once a ticket is created since most of the time we need to coax more information out of our users so we can understand what they want. I currently have my entry in aliases going to a nonexistent Queue to make this functionality work but I have no way to (or can't figure how) to make RT respond with instructions on using the system. I have tried to modify the code but can't follow exactly how it flows from rt-mailgate to ticket creation. Any help on this would be appreciated. Thanks in advance William Kelleher Network Engineer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
Re: [rt-users] Block new ticket creation from Email
I had the same requirements as you do, and after some tries I ended up finding a solution that isn't perfect but at least works for me. Just put an invalid queue in the rt-mailgate argument, and RT will still match the correct ticket by the subject if it receives a ticket reply, but if it tries to create a ticket it will fail. There's two problems with this : After the failed attempt to create a ticket the email stays in the inbox. I just clean up the email account once in a while. It also might fill up your logs with a lot of failed ticket creation messages. William Kelleher wrote: I want to be able to reply from RT to users trying to create tickets via email and tell them they have to use the web interface to create tickets and I don’t want the ticket to be created. I do however want all of the email functionality to work once a ticket is created since most of the time we need to coax more information out of our users so we can understand what they want. I currently have my entry in aliases going to a nonexistent Queue to make this functionality work but I have no way to (or can’t figure how) to make RT respond with instructions on using the system. I have tried to modify the code but can’t follow exactly how it flows from rt-mailgate to ticket creation. Any help on this would be appreciated. Thanks in advance *William Kelleher** *Network Engineer * * ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 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
