Re: [rt-users] "bouncing" a ticket out of RT
Le 18/04/2011 à 09:01:47-0500, Chris Barnes a écrit > This is a "I wish RT had this function" email. Can it go on the "wish > list" for the next version?:-) > > > > We use RT as a "computing help desk ticket system"- with a generic email > address for our entire group. This way users only need to learn a > single email address for computing questions. This works very well as > 90% of the email that comes in are support requests. > > About 5% of the email that comes in is spam. Eh... I can live with that > (it's easy enough to set the status to "deleted" and move on). > > > > This email is about that other 5% - those messages which are meant for > one of the IT folks directly (eg. administrivia within the dept). What > I wish RT had was a "bounce/redirect" function (in pine/Thunderbird > addon terms). Basically a way I could redirect the email message to > another address. > > Note that this is similar to a forward. But a standard forward creates > a whole new set of headers, where the message comes FROM the > intermediate person (in this case, RT). A redirect forwards the > message, but leaves the headers completely intact - such that the new > recipient sees the message as if it came from the original person. > I'm not sure but I think you can do that through procmail, mean not directly use rt-mailgate but through a procmailrc call rt-mailgate just in case you want the mail, if it's spam just push to trash. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mar 19 avr 2011 22:35:39 CEST
Re: [rt-users] "bouncing" a ticket out of RT
On 4/19/2011 3:36 PM, Albert Shih wrote: I'm not sure but I think you can do that through procmail, mean not directly use rt-mailgate but through a procmailrc call rt-mailgate just in case you want the mail, if it's spam just push to trash. ??? I don't think you understood what I was asking for. Procmail's job ends after the ticket is in RT. Once it gets there, it's not in an email system at all - which means procmail can't get to it at all. I'm talking about bouncing a message AFTER it is in RT. After all, there is no way to determine which messages need to get bounced until a person looks at it in RT. Therefore, this would have to be a function/addon in RT. -- Chris Barnes AOL IM: CNBarnes chris-bar...@tamu.eduYahoo IM: chrisnbarnes Computer Systems Manager MSN IM: ch...@txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590
Re: [rt-users] "bouncing" a ticket out of RT
On Wed, Apr 20, 2011 at 12:40 AM, Chris Barnes wrote: > On 4/19/2011 3:36 PM, Albert Shih wrote: [snip] Hi, > I'm talking about bouncing a message AFTER it is in RT. After all, there is > no way to determine which messages need to get bounced until a person looks > at it in RT. Therefore, this would have to be a function/addon in RT. As far as I know there is no such extension. With forward code in RT it wouldn't be that hard to implement such thing. I don't know if anybody is working on it. Sounds like a good extension, but not for core. > -- > Chris Barnes -- Best regards, Ruslan.
