Create ticket from email

According to the documents I looked in, it is only possible to create new
ticket is from WEB and CLI, I could not find how to create ticket from
email.
is it possible?
is it requires any customizations?

Monti,

I believe you have to set your configuration to allow the queues to 

accept email directly to the correspondance email address.

Kenn
LBNLOn 10/15/2008 10:10 AM, Monti gmail wrote:

According to the documents I looked in, it is only possible to create
new ticket is from WEB and CLI, I could not find how to create ticket
from email.
is it possible?
is it requires any customizations?



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Hi there,
sorry to nag but I’m despaired to find a solution for a basic which should
be common problem/need.
I need the ability to create ticket from email.
mailgate provides only “correspond” and “comment” actions while I need
"create".
Any suggestions?

Thanks,On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail monti.mail@gmail.com wrote:

Thank you.
I have seen it before but the mailgate has 2 available actions -
“correspond” and “comment”, there is no “create”.
how do I create using mailgate?

On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover mhoover@thectogroup.comwrote:

Monti-

You will want to setup mailgate. See the wiki for more details here.

http://wiki.bestpractical.com/view/EmailInterface

Matt

On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail monti.mail@gmail.comwrote:

According to the documents I looked in, it is only possible to create new
ticket is from WEB and CLI, I could not find how to create ticket from
email.
is it possible?
is it requires any customizations?


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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When you send it to the “correspond” address, it will create a new ticket if the following is true:

the user has Create Ticket rights
there isn’t a ticket number (RT syntax) in the subject that will update an existing ticket.From: rt-users-bounces@lists.bestpractical.com on behalf of Monti gmail
Sent: Sun 10/19/2008 8:42 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] create ticket from email

Hi there,
sorry to nag but I’m despaired to find a solution for a basic which should be common problem/need.
I need the ability to create ticket from email.
mailgate provides only “correspond” and “comment” actions while I need “create”.
Any suggestions?

Thanks,

Thank you, that works grate :slight_smile:
Is there a way to set a Custom Field value in the email template?

I have set a Custom Field for a queue, I want to be able to create a new
ticket using mailgate but also to be able to set a value for the Custom
Field.On Sun, Oct 19, 2008 at 2:57 PM, Helmuth Ramirez < HelmuthRamirez@compupay.com> wrote:

When you send it to the “correspond” address, it will create a new ticket
if the following is true:

the user has Create Ticket rights
there isn’t a ticket number (RT syntax) in the subject that will update an
existing ticket.


From: rt-users-bounces@lists.bestpractical.com on behalf of Monti gmail
Sent: Sun 10/19/2008 8:42 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] create ticket from email

Hi there,
sorry to nag but I’m despaired to find a solution for a basic which should
be common problem/need.
I need the ability to create ticket from email.
mailgate provides only “correspond” and “comment” actions while I need
"create".
Any suggestions?

Thanks,

On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail monti.mail@gmail.comwrote:

Thank you.
I have seen it before but the mailgate has 2 available actions -
“correspond” and “comment”, there is no “create”.
how do I create using mailgate?

On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover mhoover@thectogroup.comwrote:

Monti-

You will want to setup mailgate. See the wiki for more details here.

http://wiki.bestpractical.com/view/EmailInterface

Matt

On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail monti.mail@gmail.comwrote:

According to the documents I looked in, it is only possible to create
new ticket is from WEB and CLI, I could not find how to create ticket from
email.
is it possible?
is it requires any customizations?


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

There are several ways to do that depending on exactly what you want to trigger the CF (custom field). Check out the wiki and archives for examples on scrips to look for certain words. Alternatively you can take a look at the mail commands option. Do a search on cpan for it, you can set CF’s through there too.From: Monti gmail
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Sent: Sun Oct 19 10:27:23 2008
Subject: Re: [rt-users] create ticket from email

Thank you, that works grate :slight_smile:
Is there a way to set a Custom Field value in the email template?

I have set a Custom Field for a queue, I want to be able to create a new ticket using mailgate but also to be able to set a value for the Custom Field.

Hi,

you don’t need create. For that you also user correspond.

Regards,
Violetta

Monti gmail schrieb:

Hi there,
sorry to nag but I’m despaired to find a solution for a basic which should
be common problem/need.
I need the ability to create ticket from email.
mailgate provides only “correspond” and “comment” actions while I need
"create".
Any suggestions?

Thanks,

Thank you.
I have seen it before but the mailgate has 2 available actions -
“correspond” and “comment”, there is no “create”.
how do I create using mailgate?

Monti-

You will want to setup mailgate. See the wiki for more details here.

http://wiki.bestpractical.com/view/EmailInterface

Matt

According to the documents I looked in, it is only possible to create new
ticket is from WEB and CLI, I could not find how to create ticket from
email.
is it possible?
is it requires any customizations?


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com



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Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

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Thank you, that works grate :slight_smile:
Is there a way to set a Custom Field value in the email template?

I have set a Custom Field for a queue, I want to be able to create a new
ticket using mailgate but also to be able to set a value for the Custom
Field.

Take a look at Dirk Pape’s Extract Custom Fields:

http://wiki.bestpractical.com/view/ExtractCustomFieldValues

Steve