[rt-users] Creating tickets from email without creating new users but still able to reply to originating address
I've looked extensively through the mailing list archives and searched google but I feel like I have not found a definitive answer for what it is I want to do. We have an old instance of RT (2.0.14) that creates tickets when customers send email and this has resulted in over 400,000 user records in the system. Tickets containing spam are deleted by the staff each morning, but of course the user records for those messages still remain. Some analysis of the system showed that even with the spam users removed there are still nearly 170,000 'legit' user records. I am now setting up a new instance of RT (3.6) with spam filtering in front of it, but I still do not wish to have so many users in the system - it slows things down greatly and since they do not need *any* privileges I am hoping I can forgo creating accounts entirely. I wish to set it up so it works as follows: 1. If an email is from an email address that matches an existing user that exists in RT, a ticket is created with that user as the requestor. 2. If an email is from an email address that does not match any user, a ticket is created with a special 'email user' as the requestor 3. When someone replies to a ticket created via email as per #2 the reply is sent to the original email address but still does not create a user in RT. It seems at least one other person has tried to set up something similar: http://www.gossamer-threads.com/lists/rt/users/55657#55657 If this is just impossible or would take a foolish amount to do, please let me know. However if someone out there has done this or knows how I would be greatly obliged! -- -- Steve Scaffidi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating tickets from email without creating new users but still able to reply to originating address
> 1. If an email is from an email address that matches an existing > user that exists in RT, a ticket is created with that user as the > requestor. Out of the box. > 2. If an email is from an email address that does not match any > user, a ticket is created with a special 'email user' as the requestor Doable with a custom Interface::Email extension > 3. When someone replies to a ticket created via email as per #2 the > reply is sent to the original email address but still does not create > a user in RT. That will be tougher since AFAIK RT uses the user to fill in the message template. You could try stashing the actual recipient in another header (though RT seems to discard any it does not need), or another table, and pull it out in your template code to set the actual recipient header. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating tickets from email without creating new users but still able to reply to originating address
On Fri, Oct 2, 2009 at 1:10 PM, Jerrad Pierce wrote: >> 2. If an email is from an email address that does not match any >> user, a ticket is created with a special 'email user' as the requestor > Doable with a custom Interface::Email extension That's one of the things I was looking at. I'll see what I can cook up :) >> 3. When someone replies to a ticket created via email as per #2 the >> reply is sent to the original email address but still does not create >> a user in RT. > That will be tougher since AFAIK RT uses the user to fill in the message > template. You could try stashing the actual recipient in another header > (though RT seems to discard any it does not need), or another table, > and pull it out in your template code to set the actual recipient header. I had a bit of a brain-storm (drizzle?) just after I hit send on my initial message and realized I could probably populate a CustomField with the original email address on ticket creation. Then, when we reply/correspond on that ticket perhaps a Scrip can extract that address from the field and add it to the To: field of any emails sent. Alternatively, getting that value from a template may be easier. Thanks for your input, and I'll certainly welcome any further tips from the list! -- -- Steve Scaffidi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating tickets from email without creating new users but still able to reply to originating address
I now have got this working successfully, and I believe it was accomplished in as clean, flexible, and functional a manner as possible. For anybody who is interested in what I was asking about in this thread, I've begun documenting what I've done in the wiki here: http://wiki.bestpractical.com/view/NoCreateUserOnEmailTicketCreate I haven't finished the article (I still need to paste in code, and possibly explain how it works) but I will RSN. Feel free to reply with questions, comments, and suggestions :) -- -- Steve Scaffidi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
