Create ticket via email fwd

RT Users
1

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

2

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

3

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

4

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