Greetings!
RT 3.0.7_01
Is there a way to have new ticket creation blocked via email, but
allowed via command line utilities? I ask because we’d like to set up
a system where a CGI script is allowed to create new tickets in RT and
emails to the various queues are not – but once the ticket is created,
emails to/from the queues would be allowed to be worked on that ticket.
The idea is, of course, to reduce spam tickets by forcing users to
utilize a web interface to create the initial ticket. Once done, then
we can have a civilized conversation via email.
Thoughts? Ideas?
Many advance thanks,
Nathan
Nathan E. Pralle
www.nathanpralle.com
At Friday 8/25/2006 10:48 AM, Nathan E. Pralle wrote:
Is there a way to have new ticket creation blocked via email, but
allowed via command line utilities? I ask because we’d like to set
up a system where a CGI script is allowed to create new tickets in
RT and emails to the various queues are not – but once the ticket
is created, emails to/from the queues would be allowed to be worked
on that ticket.
There’s probably a better way, but here’s what my old Math teacher
used to call a ‘blunt instrument’ approach:
Look in in lib/Interface/Email.pm at the Gateway method. There’s a
section in here that creates the ticket - you could remove that code,
leaving in place the code that updates existing tickets. Perhaps you
could use a custom config variable to turn this feature on or off via
the config file?
Apart from the code issue though, I’d worry about the inconvenience
to users caused by totally removing the ability to send mail to the system.
Good luck,
Steve
Is there a way to have new ticket creation blocked via email, but
allowed via command line utilities?
Look in in lib/Interface/Email.pm at the Gateway method. There’s a
section in here that creates the ticket - you could remove that code,
leaving in place the code that updates existing tickets.
Interesting idea, Steve. It looks fairly straightforward; now I just
have to come up with some goods scripts to do ticket creation from a CGI
script.
Apart from the code issue though, I’d worry about the inconvenience to
users caused by totally removing the ability to send mail to the system.
True, but at this point the staff is so overwhelmed with spam that it’s
worth attempting to rectify it through this method, simply to provide
better service. We do spam filtering but the false positive rate is
too high to make it practical for anything but the most obvious of spams.
I’d probably rewrite Email.pm such that when a ticket would be created
it’ll simply mail the user back and state that we don’t accept new
support tickets via email – please visit
www.ourcompany.com/support.html to open a new ticket. I think that
should be a reasonable compromise.
Nathan
Nathan E. Pralle
www.nathanpralle.com