Automatic owner allocation

RT Users
1

I think this was briefly touch on earlier, but not much.

At the moment, all requests via email is set as owner=Nobody.
Is there a way to set the owner to a specific user, if the email was sent to
a specified address.

Essentially what I would want is to email userX@support and automatically
make userX the owner of the ticket. Naturally this would be the case for
multiple users.

The same would go to automatically allocate it to a specific que if sent to
que@support.

Has anyone got something like this going? Jesse, if nothing like this
exists, wouldn’t it be great functionality

Thanks in advance.

Rehan van der Merwe

2

“RvdM” == Rehan van der Merwe Rehan@nha.co.za writes:

RvdM> Essentially what I would want is to email userX@support and automatically
RvdM> make userX the owner of the ticket. Naturally this would be the case for
RvdM> multiple users.

It seems that if rt-mailgate had a --owner option it could use that
for creating the ticket. It appears that there is no such option
currently, but shouldn’t be too difficult to add.

3

Couldn’t you do this with enhanced-mailgate right now?

Here’s what I’m guessing you would have to do (this is convoluted, though…
maybe there’s a better way???):

  1. Create a userX@support email alias to userX@normaldomain.
  2. Install procmail and PGP.
  3. Have a procmail recipe for userX to filter all mails addressed to
    userX@support. The procmail recipe would:
    A. Use formail to grab/modify relevant information from the email;
    B. Additionally modify the email with a script to build the
    enhanced-mailgate headers, including owner assignment;
    C. Sign the modified and enhanced-mailgate-ready message with
    the userX’s PGP signature (I’ll avoid the obvious security
    implication of having a process that automatically signs
    messages using PGP; that discussion would be tangent. BUT
    I don’t think I would do it personally unless I really, really
    wanted this functionality.); and
    D. Forward the new message on to RT

I haven’t done any enhanced-mailgate stuff yet, though. I’m just relatively
familiar with the inspiration of the mailgate: req. Could the above steps do
the trick?

Matt

Vivek Khera writes: