Allowing non rt users to create tickets

The way i want this to work - any user on our domain can send an email
to an email account and a ticket gets added for them and rt sends them a
confirmation email of ticket creation. The tickets may go into a general
catagory and we can manually move them into different catagories.

Where i’m at - mailgate fetches the emails and sends any user that
doesn’t have an account a reply email saying ‘Could not load a valid
user’. I don’t want to create hundreds of rt users nor feel it really
necessairy to set this up with ldap when i want to accept any and all
emails from this domain as tickets - or just accept any and all emails
if that is much easier.

i hope this is enough to go on, i’ve been on google for days and i
can’t figure out how to do this. I haven’t done any serious mods to the
site config other than what is needed to get it up. Let me know if i
need to provide any additional information. This is becoming a pain
since the system pretty much does what we want out of the box.

Thanks

my system info:
Ubuntu Dapper LTS
Linux tkt.fqdn.org 2.6.15-29-amd64-server #1 SMP Mon Sep 24 17:31:58
UTC 2007 x86_64 GNU/Linux

RT
request-tracker3.4_3.4.4-1_all.deb

Apache
Server version: Apache/2.0.55
Server built: Aug 16 2007 22:24:22

MySQL
Server version 5.0.22-Debian_0ubuntu6.06.5-log
Protocol version 10
Connection Localhost via UNIX socket
UNIX socket /var/run/mysqld/mysqld.sock

.fetchmailrc

.fetchmailrc

poll mail.fqdn.org
username foo
password bar
mda “/usr/bin/rt-mailgate --url http://tkt.fqdn.org/rt/
–queue general --action correspond”

I would give Unprivileged users the right CreateTicket and then modify
RT code to refuse to create users with email not matching some
pattern. Better yet, store the pattern in the config file.

-ToddOn 11/30/07, Shawn Wilson swilson@citizen.org wrote:

The way i want this to work - any user on our domain can send an email
to an email account and a ticket gets added for them and rt sends them a
confirmation email of ticket creation. The tickets may go into a general
catagory and we can manually move them into different catagories.

Where i’m at - mailgate fetches the emails and sends any user that
doesn’t have an account a reply email saying ‘Could not load a valid
user’. I don’t want to create hundreds of rt users nor feel it really
necessairy to set this up with ldap when i want to accept any and all
emails from this domain as tickets - or just accept any and all emails
if that is much easier.

i hope this is enough to go on, i’ve been on google for days and i
can’t figure out how to do this. I haven’t done any serious mods to the
site config other than what is needed to get it up. Let me know if i
need to provide any additional information. This is becoming a pain
since the system pretty much does what we want out of the box.

Thanks

my system info:
Ubuntu Dapper LTS
Linux tkt.fqdn.org 2.6.15-29-amd64-server #1 SMP Mon Sep 24 17:31:58
UTC 2007 x86_64 GNU/Linux

RT
request-tracker3.4_3.4.4-1_all.deb

Apache
Server version: Apache/2.0.55
Server built: Aug 16 2007 22:24:22

MySQL
Server version 5.0.22-Debian_0ubuntu6.06.5-log
Protocol version 10
Connection Localhost via UNIX socket
UNIX socket /var/run/mysqld/mysqld.sock

.fetchmailrc

.fetchmailrc

poll mail.fqdn.org
username foo
password bar
mda “/usr/bin/rt-mailgate --url http://tkt.fqdn.org/rt/
–queue general --action correspond”


The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Shawn,

The other piece that you need is a very good spam filter before
you pass the message to RT, preferably with a quarantine function so
that you can release valid mail to RT automatically. We use DSPAM
and are very happy with it.

KenOn Fri, Nov 30, 2007 at 03:05:58PM -0500, Todd Chapman wrote:

I would give Unprivileged users the right CreateTicket and then modify
RT code to refuse to create users with email not matching some
pattern. Better yet, store the pattern in the config file.

-Todd

On 11/30/07, Shawn Wilson swilson@citizen.org wrote:

The way i want this to work - any user on our domain can send an email
to an email account and a ticket gets added for them and rt sends them a
confirmation email of ticket creation. The tickets may go into a general
catagory and we can manually move them into different catagories.

Where i’m at - mailgate fetches the emails and sends any user that
doesn’t have an account a reply email saying ‘Could not load a valid
user’. I don’t want to create hundreds of rt users nor feel it really
necessairy to set this up with ldap when i want to accept any and all
emails from this domain as tickets - or just accept any and all emails
if that is much easier.

i hope this is enough to go on, i’ve been on google for days and i
can’t figure out how to do this. I haven’t done any serious mods to the
site config other than what is needed to get it up. Let me know if i
need to provide any additional information. This is becoming a pain
since the system pretty much does what we want out of the box.

Thanks

my system info:
Ubuntu Dapper LTS
Linux tkt.fqdn.org 2.6.15-29-amd64-server #1 SMP Mon Sep 24 17:31:58
UTC 2007 x86_64 GNU/Linux

RT
request-tracker3.4_3.4.4-1_all.deb

Apache
Server version: Apache/2.0.55
Server built: Aug 16 2007 22:24:22

MySQL
Server version 5.0.22-Debian_0ubuntu6.06.5-log
Protocol version 10
Connection Localhost via UNIX socket
UNIX socket /var/run/mysqld/mysqld.sock

.fetchmailrc

.fetchmailrc

poll mail.fqdn.org
username foo
password bar
mda “/usr/bin/rt-mailgate --url http://tkt.fqdn.org/rt/
–queue general --action correspond”


The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Shawn,

RT should work the way you want without modification. You just need to
assign the global group rights “CreateTicket” and “ReplyToTicket” to the
Everyone system group-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Shawn Wilson
Sent: Friday, November 30, 2007 2:48 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] allowing non rt users to create tickets

The way i want this to work - any user on our domain can send an email
to an email account and a ticket gets added for them and rt sends them a
confirmation email of ticket creation. The tickets may go into a general
catagory and we can manually move them into different catagories.

Where i’m at - mailgate fetches the emails and sends any user that
doesn’t have an account a reply email saying ‘Could not load a valid
user’. I don’t want to create hundreds of rt users nor feel it really
necessairy to set this up with ldap when i want to accept any and all
emails from this domain as tickets - or just accept any and all emails
if that is much easier.

i hope this is enough to go on, i’ve been on google for days and i
can’t figure out how to do this. I haven’t done any serious mods to the
site config other than what is needed to get it up. Let me know if i
need to provide any additional information. This is becoming a pain
since the system pretty much does what we want out of the box.

Thanks

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