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?
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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.
EmailInterface - Request Tracker Wiki
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?
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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 
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 emailHi 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.
EmailInterface - Request Tracker Wiki
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?
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover 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
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.
EmailInterface - Request Tracker Wiki
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?
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
________________________________ creating IT solutions
Violetta J. Wawryk science + computing ag
IT-Service Hagellocher Weg 73
phone +49 7071 9457 282 72070 Tuebingen, Germany
fax +49 7071 9457 211 www.science-computing.de
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Florian Geyer,
Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Prof. Dr. Hanns Ruder
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196
Thank you, that works grate
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