Closing tickets via email

RT Users
1

I’ve seen messages in the past about this, but can’t
locate any info about it in the documentation.
I use RT 2.0.15 and would like to have the ability to
close a ticket via email. So, if the body of the
email contains something like “RESOLVE-RT”, it would
resolve the existing ticket.
My thinking was that I could simply do this via the
aliases file. So, instead of what I have now for my
general queue:

general: “|/opt/rt2/bin/rt-mailgate --queue general
–action correspond”

I would have something like this:

general: “|/path/to/resolveCheck.pl”

and resolverCheck.pl would look something like:

@message=;
$messageString=join(" ", @message);

if ($messageString =~ m/RESOLVE-RT/) {
open (PIPE, “|/opt/rt2/bin/rt-mailgate --queue general
–action resolve”);
print PIPE @message;
close PIPE;
}

else {
open (PIPE, “|/opt/rt2/bin/rt-mailgate --queue general
–action correspond”);
print PIPE @message;
close PIPE;
}

Unfortunately, “–action resolve” is not valid. Only
“comment” and “correspond” are valid.

Any other way to accomplish this?

Thanks!

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2

Or maybe have just like a queue-comment@blah.com to make a comment have
queue-resolve@blah.com to resolve… if the action would work, this would be
very simple.

3

Or maybe have just like a queue-comment@blah.com to make a comment have
queue-resolve@blah.com to resolve… if the action would work, this would be
very simple.

I have a couple of queues where any response from a privileged user
should close the ticket. It’s virtually all one question/one answer
and if the requester isn’t satisfied he’ll reply and re-open the
ticket anyway. Is there any way to make that happen as a matter
of course through email?

Les Mikesell
les@futuresource.com

4

Joseph Spenner wrote:

I use RT 2.0.15 and would like to have the ability to
close a ticket via email. So, if the body of the

I set up ours so that it’s controllable via headers:
RTC-Set-Owner: whoever
RTC-Set-Status: resolved

You use scrips to do it. Set one to “On Correspond” and then:

Action preparation:

1;

Action cleanup:

my $header = ‘RTC-Set-Owner’;
if ($self->TransactionObj->Attachments->First->GetHeader($header) ne ‘’)
{
$self->TicketObj->SetOwner($self->TransactionObj->Attachments->First->GetHeader($header));
}
$header = ‘RTC-Set-Status’;
if ($self->TransactionObj->Attachments->First->GetHeader($header) ne ‘’)
{
$self->TicketObj->SetStatus($self->TransactionObj->Attachments->First->GetHeader($header));
}
1;

etc… There’s probably a cleaner way to do it, but there you go.

-CJ

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