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
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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.arnold@manchester.ac.uk
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,
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.
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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
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
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