Re: [rt-users] email ticket updates...
On Thu, 06 Nov 2008 09:45:00 -0500, Lars Kellogg-Stedman <[EMAIL PROTECTED]> wrote: >> Is there a way that when a ticket comes in via email I can look to see >> if it >> has some information in the subject so it will just update the already >> created ticket? > One thing to add - try to come up with a subject line syntax that is unlikely to appear in emails coming in from other sources, or you'll get replies attached to wrong tickets (speaking from experience!). Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T ___ 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] email ticket updates...
On Thu, 06 Nov 2008 09:45:00 -0500, Lars Kellogg-Stedman <[EMAIL PROTECTED]> wrote: >> Is there a way that when a ticket comes in via email I can look to see >> if it >> has some information in the subject so it will just update the already >> created ticket? > > Create a custom field called something like "external ticket id". > > Add an "On Create" scrip such that when email comes in from the > proprietary ticket system: > > (a) The scrip extracts the ticket id from the email. > > (b) The script searches for a ticket that has the same value in the > "external ticket id" field. > > (c) If it finds a matching ticket, the email is appended to the ticket, > or > > (d) If it does not find a matching ticket, a new ticket is created > with the "external ticket id" field appropriately populated. > > Having not actually tried to implement this, I'm a little uncertain > about the specifics of (c). You may find that this step means "copy > the email content to the target ticket, and then mark the current > ticket resolved/deleted/etc". > This could work - although be aware that this will always create a new ticket in your RT. If you delete it in the scrip as Lars suggests, that may not be an issue for you. Appending to the other ticket would mean calling the Correspond method on that ticket using the incoming email data. A possible problem here is that the functionality is obscure - it's buried in the scrip code, and an admin in the future may not be aware that it's there. If someone adds a new 'on create' scrip to autoreply to requestors for example, you'd have notifications being sent to customers from a deleted ticket, which may be confusing. An alternative approach might be to modify the code in lib/RT/Interface/Email.pm (Gateway method). This is where RT examines incoming mail to decide whether to create a new ticket or append to an existing one. You can add code here to examine the incoming subject line and see if it matches an existing RT ticket or not. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T ___ 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] email ticket updates...
> Is there a way that when a ticket comes in via email I can look to see if it > has some information in the subject so it will just update the already > created ticket? Create a custom field called something like "external ticket id". Add an "On Create" scrip such that when email comes in from the proprietary ticket system: (a) The scrip extracts the ticket id from the email. (b) The script searches for a ticket that has the same value in the "external ticket id" field. (c) If it finds a matching ticket, the email is appended to the ticket, or (d) If it does not find a matching ticket, a new ticket is created with the "external ticket id" field appropriately populated. Having not actually tried to implement this, I'm a little uncertain about the specifics of (c). You may find that this step means "copy the email content to the target ticket, and then mark the current ticket resolved/deleted/etc". -- Lars Kellogg-Stedman <[EMAIL PROTECTED]> ___ 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
[rt-users] email ticket updates...
Hello all, I am feeling quite dumb today (that's just an FYI) and am not sure what I might need to do to implement updating tickets via email, but there are some caveats to that. The workflow is as follows (on a typical ticket) Customer calls into after-hours support Ticket is created and given an ID in their proprietary ticketing system Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number This is working properly, the issue comes up when the following happens Customer calls into after-hours support Ticket is created and given an ID in their proprietary ticketing system (Let's say ticket #GX-9943-Y) Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number (HCC #56093) Customer calls back to after-hours support regarding the same ticket Ticket is updated in their proprietary system Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number (HCC #56095) What I would like to have happen is that when they are doing an update on their end, it will also update on my end. So I don't (sometimes) have 10 open tickets for 1 customer with a single issue. In thinking about this so far, it would seem that the only thing that could be common between the two tickets would be some information in the subject line such as the ticket number from their system (because if we did it by name, we'd get only one long ticket over the course of time. Is there a way that when a ticket comes in via email I can look to see if it has some information in the subject so it will just update the already created ticket? They have access to our system and can look/create/update/whatever any ticket they choose, but we are trying to avoid the techs having to do double entry. Any insight is appreciated. Greg Evans Hood Canal Communications (360) 898-2481 ext.212 ___ 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
