Creating a ticket from Outlook

RT Users
1

Hello,

Is is possible to create a ticket by sending a mail to RT and having this
mail forwarded on to another email addresses,
so that when a reply is received it automagically updates the ticket [as
normal]?

Any details / ideas on how I can accomplish this would great!

Thanks in advance,

Jp

2

Is is possible to create a ticket by sending a mail to RT and having this
mail forwarded on to another email addresses,
so that when a reply is received it automagically updates the ticket [as
normal]?

Any details / ideas on how I can accomplish this would great!

As far as I can tell, that’s what it normally does. Read the wiki.

You may want to look for the enhanced mail gate on the wiki too.

					 Jan 'Bulb' Hudec <bulb@ucw.cz>

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3

Hi again,
Sorry I dont think I was clear the first time.
Here is the scenario:

I want to send a mail to a client from a email client such as outlook
This outgoing mail needs to be recorded in the ticketing system and a copy
then sent out to the client.

Is this possible?On 11/9/05, Jan Hudec bulb@ucw.cz wrote:

On Wed, Nov 09, 2005 at 11:49:30 +0000, John Paul Hayes wrote:

Is is possible to create a ticket by sending a mail to RT and having
this
mail forwarded on to another email addresses,
so that when a reply is received it automagically updates the ticket [as
normal]?

Any details / ideas on how I can accomplish this would great!

As far as I can tell, that’s what it normally does. Read the wiki.

You may want to look for the enhanced mail gate on the wiki too.

–
Jan ‘Bulb’ Hudec bulb@ucw.cz

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4

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Greetings John Paul!

John Paul Hayes wrote:

Here is the scenario:

I want to send a mail to a client from a email client such as outlook
This outgoing mail needs to be recorded in the ticketing system and a
copy then sent out to the client.

Is this possible?

CC: <rt_email>

Client should reply via “Reply All” function.
May be you’ll have to use rt_comment (not response) email address.

SY, Danial.

Danial Klimkin,
Falk eSolutions AG Russia
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5

Hi again,
Sorry I dont think I was clear the first time.
Here is the scenario:

I want to send a mail to a client from a email client such as outlook
This outgoing mail needs to be recorded in the ticketing system and a copy
then sent out to the client.

Is this possible?

Sure it is.

If you always need to send the mail to the same client for tickets in a
particular queue, just add that client to CC on that queue.

If you need to choose the client on a ticket basis, I suggest installing
the enhanced mailgate (wiki → Contributions → University of Oslo’s RT
Page) and setting the Cc for the ticket being created via the
pseudo-header.

Of course the implicit first part is that you send the email to RT,
which creates a ticket and sends the new ticket text to whomever you
tell it vi Cc and respective Scrip (it’s a default one).

					 Jan 'Bulb' Hudec <bulb@ucw.cz>

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6

To:
CC: <rt_email>

Client should reply via “Reply All” function.
May be you’ll have to use rt_comment (not response) email address.

SY, Danial.

Danial Klimkin,
Falk eSolutions AG Russia

CC’ing the ticketing system never works for us. The recipiants of the
original email get a copy with no ticket number in the subject (since it
was sent directly to them) so they “Reply All” which generates yet
another ticket… this happens ad infinitum (until everyone has spoken
their mind) and we are left merging tickets like crazy left and right.

7

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Greetings John Paul!

John Paul Hayes wrote:

Here is the scenario:

I want to send a mail to a client from a email client such as outlook
This outgoing mail needs to be recorded in the ticketing system and a
copy then sent out to the client.

Is this possible?

To:
CC: <rt_email>

Client should reply via “Reply All” function.
May be you’ll have to use rt_comment (not response) email address.

No, that won’t work. But as I said in the other mail, it will work to
ask RT to CC the message. First get the mail patches from University of
OSLO’s RT page and then send the mail as:

(that is in the BODY). The patched mailgate should add the client to
Cc list on the ticket and forward them the mail.

					 Jan 'Bulb' Hudec <bulb@ucw.cz>

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