Create ticket via email fwd

Is it possible to have a ticket created when I forward a personal email
in to RT, but have it search for the
"From: Joe Schmoe Joe@Schmoe.com"

Set Joe@Schmoe.com as the requester, set the subject of the ticket to
the original subject w/o the fwd?
Also possibly email the requester letting them know they should email
into a certain email to request work be done. Not sure if this is a
feature that is already implemented some where but I can’t seem to find
any information on it.

Scott

Is it possible to have a ticket created when I forward a personal
email in to RT, but have it search for the
"From: Joe Schmoe Joe@Schmoe.com"

Set Joe@Schmoe.com as the requester, set the subject of the ticket to
the original subject w/o the fwd?
Also possibly email the requester letting them know they should email
into a certain email to request work be done. Not sure if this is a
feature that is already implemented some where but I can’t seem to
find any information on it.

I just realized that the “From:” comment isn’t that helpful, but have a
way to find who the email originally came from, and set that as the
requester.

Scott

Scott,

You could forward the email to an RT Queue address and set those fields via
CommandByMail using cut & paste.

Kenn
LBNLOn Tue, Nov 2, 2010 at 1:21 PM, Scott Benson sbenson@a-1networks.comwrote:

On 11/2/10 1:18 PM, Scott Benson wrote:

Is it possible to have a ticket created when I forward a personal email in
to RT, but have it search for the
"From: Joe Schmoe Joe@Schmoe.com"

Set Joe@Schmoe.com as the requester, set the subject of the ticket to the
original subject w/o the fwd?
Also possibly email the requester letting them know they should email into
a certain email to request work be done. Not sure if this is a feature
that is already implemented some where but I can’t seem to find any
information on it.

I just realized that the “From:” comment isn’t that helpful, but have a
way to find who the email originally came from, and set that as the
requester.


Scott

Scott,

I am doing this with a template within one of the queues, then I add
people to the Notified group:

$GroupObj->LoadUserDefinedGroup(‘notified’);
$GroupObj->MemberEmailAddressesAsString()}
Importance: High

A ticket has been created in this queue.

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}

Is this what you were looking for? YMMV with 3.8 as I’m not using that yet.

Thanks,

Dennis