CC by default and Exclude Certain Email from being logged as tickets

RT Users
1

Hi Everyone

We have just started using request tracker and have the basics set up
I have 2 things that I have searched for a solution for in the archives and don’t seem to find any solutions.

First of all - when we reply or resolve a ticket - we would like to reply to everyone who was originally CCd by default instead of having to tick the individuals. As far as I understand - this has something to do with Scrips but I cant figure out how to do this.

Secondly - we are popping mail out of a mailbox using fetchmail which then sends this to the mailgate.
We need to be able to exclude certain email addresses from being logged as tickets as they are notifications. Is this something that can be done inside of RT?

Thanks for the help.

Regards
Brendon

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2

I solved this with procmail, so “junk” mail never goes to my RT.

Example:

:0

  • ^From.(.root.|
    .user1@domain1.|
    .faceboo.)
    /dev/null

:0 w
|/usr/bin/rt-mailgate --queue General --action $cACTION --url http://127.0.0.1/rt/De: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Em nome de Baker, Brendon
Enviada em: segunda-feira, 14 de janeiro de 2013 10:58
Para: rt-users@lists.bestpractical.com
Assunto: Re: [rt-users] CC by default and Exclude Certain Email from being logged as tickets

Hi Everyone

We have just started using request tracker and have the basics set up
I have 2 things that I have searched for a solution for in the archives and don’t seem to find any solutions.

First of all - when we reply or resolve a ticket - we would like to reply to everyone who was originally CCd by default instead of having to tick the individuals. As far as I understand - this has something to do with Scrips but I cant figure out how to do this.

Secondly - we are popping mail out of a mailbox using fetchmail which then sends this to the mailgate.
We need to be able to exclude certain email addresses from being logged as tickets as they are notifications. Is this something that can be done inside of RT?

Thanks for the help.

Regards
Brendon
To read FirstRand Bank’s Disclaimer for this email click on the following address or copy into your Internet browser:
https://www.fnb.co.za/disclaimer.html

If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclaimer@fnb.co.za and we will send you a copy of the Disclaimer.

3

First of all - when we reply or resolve a ticket - we would like to reply to everyone who was
originally CCd by default instead of having to tick the individuals. As far as I understand -
this has something to do with Scrips but I cant figure out how to do this.

You may be able to do what you want here by enabling
http://bestpractical.com/rt/docs/latest/RT_Config.html#ParseNewMessageForTicketCcs
but read the documented caveats.

Secondly - we are popping mail out of a mailbox using fetchmail which then sends this to the
mailgate.

We need to be able to exclude certain email addresses from being logged as tickets as they are
notifications. Is this something that can be done inside of RT?

Use procmail or some other filter as suggested by another replier.

-kevin