Closing tickets via mail (e.g. Cc: done@rt.site.com)

RT Users
1

Hello

I’m looking for a way to close a ticket via email. What would be the
best approach? My only idea is currently to create a special alias
which then executes rt-crontool.

Is there something similar to the Debian Bug Tracking System where I can
send a mail to 1234@bugs.debian.org and bcc control@bugs.debian.org and
write something like
severity 1234 critical
tags 1234 + unreproducible
thanks

Hello Customer, blah...

in the body? Optimally RT would cut away everything between the body
beginn and a first /^RT-END$/

bye,

-christian-

Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
Lï¿œtticher Straï¿œe 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879

2

I’m looking for a way to close a ticket via email. What would be the
best approach? My only idea is currently to create a special alias
which then executes rt-crontool.

In case anybody has a use for it, here is a little script that accepts
mails for “done@support.mydomain.com”, extracts the ticket number and
closes this ticket with a comment.

bye,

-christian-

#!/usr/bin/perl -W
# Quick and dirty script, no real return code checking.
use Sys::Syslog;

openlog("rt-mail-done", 0, LOG_DAEMON);

$mail = join("", <STDIN>);

if ($mail =~ /^Subject.*\[Ticket #([0-9]+)\]/m) {
  $ticketstring = "ticket/$1";
} else {
  die("No ticket number found!");
}

$cmd = "rt comment -m 'Ticket has been closed via email.' $ticketstring";
$out = "$cmd: ".`$cmd 2>&1`; chomp($out); syslog(LOG_INFO, $out);

$cmd = "rt edit $ticketstring set status=resolved";
$out = "$cmd: ".`$cmd 2>&1`; chomp($out); syslog(LOG_INFO, $out);

exit(0);

Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
Lï¿œtticher Straï¿œe 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879