Block new ticket creation from Email


#1

I want to be able to reply from RT to users trying to create tickets via
email and tell them they have to use the web interface to create tickets
and I don’t want the ticket to be created. I do however want all of the
email functionality to work once a ticket is created since most of the
time we need to coax more information out of our users so we can
understand what they want. I currently have my entry in aliases going to
a nonexistent Queue to make this functionality work but I have no way
to (or can’t figure how) to make RT respond with instructions on using
the system. I have tried to modify the code but can’t follow exactly
how it flows from rt-mailgate to ticket creation. Any help on this would
be appreciated.

Thanks in advance

William Kelleher
Network Engineer


#2

William,
Why not have the email sent to a queue that has a separate reply scrip
that uses a template that includes your instructions along with a link
to the main RT web page for them to use to enter their ticket. Or maybe
configure an autoresponder in aliases that will send your boiler plate
text to the user.

The first one might be better for you since you can capture their
initial message and its info. But I don’t know the amount of traffic
you get and the time it will take to copy the data from the first
message into the correct ticket. You could also have a scrip that
creates the ticket and closes it immediately.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

“William Kelleher” WKelleher@everestsoftwareinc.com 6/6/2008 3:13
PM >>>
I want to be able to reply from RT to users trying to create tickets
via
email and tell them they have to use the web interface to create
tickets
and I don’t want the ticket to be created. I do however want all of
the
email functionality to work once a ticket is created since most of the
time we need to coax more information out of our users so we can
understand what they want. I currently have my entry in aliases going
to
a nonexistent Queue to make this functionality work but I have no way
to (or can’t figure how) to make RT respond with instructions on using
the system. I have tried to modify the code but can’t follow exactly
how it flows from rt-mailgate to ticket creation. Any help on this
would
be appreciated.

Thanks in advance

William Kelleher
Network Engineer


#3

I had the same requirements as you do, and after some tries I ended up
finding a solution that isn’t perfect but at least works for me.
Just put an invalid queue in the rt-mailgate argument, and RT will still
match the correct ticket by the subject if it receives a ticket reply,
but if it tries to create a ticket it will fail. There’s two problems
with this :

After the failed attempt to create a ticket the email stays in the
inbox. I just clean up the email account once in a while.
It also might fill up your logs with a lot of failed ticket creation
messages.

William Kelleher wrote: