[rt-users] automatically linking tickets together
Thanks for the pointers Tom. If I understand you correct, the mail route would be: * pipe mail through preprocessor (procmail presumably) * if that recipe gives back a ticket number (fetched based on the incoming subject by the REST interface), I add it to the subject * pass on the message to RT as usual The last one should link to the found ticket number in RT, if I find nothing, a new ticket will be created. @Tony: once this works I'll post it here, you can do fairly the same by scanning the body (assuming you have procmail available as a mail processor of course) What happens if there are more than 1 ticket IDs in a subject line though? -- Groet, Piet -- Dit bericht is gescanned op virussen en andere gevaarlijke inhoud door MailScanner en lijkt schoon te zijn.
[rt-users] automatically linking tickets together
Hi, Starting situation: central RT4 ticketing system with a number of customers with own (other) trouble ticket systems. Many of those misbehave by sending too many mails where they molest the subject in order to insert their own ticket id. What I want to do is based on their ticket id link those emails to the initially created ticket within RT. What is the best way to do that given that the incoming mail does not necessarily have an RT ticket number in the subject? Thanks! -- Piet -- Dit bericht is gescanned op virussen en andere gevaarlijke inhoud door MailScanner en lijkt schoon te zijn.
Re: [rt-users] automatically linking tickets together
Piet, On 14/11/13 10:10, Piet Honkoop wrote: central RT4 ticketing system with a number of customers with own (other) trouble ticket systems. Many of those misbehave by sending too many mails where they molest the subject in order to insert their own ticket id. What I want to do is based on their ticket id link those emails to the initially created ticket within RT. What is the best way to do that given that the incoming mail does not necessarily have an RT ticket number in the subject? We have a similar problem. In our case the ticket number is usually in the body of the e-mail, so perhaps picking that up is the way to go. I've no idea how to implement that though! Regards, Tony. -- Tony Arnold,Tel: +44 (0) 161 275 6093 Head of IT Security,Fax: +44 (0) 705 344 3082 University of Manchester, Mob: +44 (0) 773 330 0039 Manchester M13 9PL. Email: tony.arn...@manchester.ac.uk
Re: [rt-users] automatically linking tickets together
Custom code; this is one of the reasons the REST interface exists. With it you can do anything. Have the mail transport deliver the email to a script that parses the mail and executes some REST calls, either directly or through a library. See the bottom of the page http://requesttracker.wikia.com/wiki/REST for a list of libraries you can use. Piet, On 14/11/13 10:10, Piet Honkoop wrote: central RT4 ticketing system with a number of customers with own (other) trouble ticket systems. Many of those misbehave by sending too many mails where they molest the subject in order to insert their own ticket id. What I want to do is based on their ticket id link those emails to the initially created ticket within RT. What is the best way to do that given that the incoming mail does not necessarily have an RT ticket number in the subject? We have a similar problem. In our case the ticket number is usually in the body of the e-mail, so perhaps picking that up is the way to go. I've no idea how to implement that though! Regards, Tony. This e-mail message is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient, or the person responsible to deliver it to the recipient, you are hereby advised that any dissemination, distribution or copying of this communication is prohibited. If you have received this e-mail in error, please notify the sender by return e-mail. Thank you.
Re: [rt-users] automatically linking tickets together
The RT Ticket number is always in a mail-header most folks don't see. This scrip is just about exactly what you need: http://requesttracker.wikia.com/wiki/BounceMerge From: Piet Honkoop p...@softcontrol.nl Hi, Starting situation: central RT4 ticketing system with a number of customers with own (other) trouble ticket systems. Many of those misbehave by sending too many mails where they molest the subject in order to insert their own ticket id. What I want to do is based on their ticket id link those emails to the initially created ticket within RT. What is the best way to do that given that the incoming mail does not necessarily have an RT ticket number in the subject?
