I’m trying to set up RT to handle requests via email. The user guide
states:
RT uses the subject line of a message to decide what to do with it. If
the subject contains the identifier of a request that already exists,
the message becomes a comment. If the subject line contains no
identifier, a new request will be created. Thus you should be careful
with the subject header when sending messages to the RT alias to avoid
creating new requests where they are not needed.
I envisioned this capability to let me send an unstructured email
(basically not knowing it was going into RT) and have a request created.
I also understood this to mean that later emails could be sent to the
same RT address (with the tag included) and be treated as comments.
When I send an email as a new request, I get back something likeSubject: [mgts.exu.ericsson.se #] (_rt_system) RT Error: test request #8
Date: Thu, 22 Mar 2001 13:33:46 -0600 (CST)
From: James Dumser via RT rt@mgts.exu.ericsson.se
To: eusjadu@exu.ericsson.se
There has been an error:
You did not specify a ticket number for these comments. Please
resubmit them with a ticket number. Your comments appear below.
This is a request created via email (from eusjadu@exu.ericsson.se).
Date: Thu, 22 Mar 2001 13:33:45 -0600
From: James Dumser eusjadu@exu.ericsson.se
To: rt-test@mgts.exu.ericsson.se
Subject: test request #8
-------------------------------------------- Managed by Request
Tracker
rt-test is aliased to rt-mailgate test comment (I didn’t get much out of
the docs concerning the various uses of comment, correspond, and
action).
I didn’t see any mail commands for creating a request, but if it’s
necessary, I guess I can write a wrapper script that would check to see
if the email is a new request (no tag) and insert the appropriate
command, but it doesn’t seem like this should be necessary.
You want to be using correspond, not comment in your mail aliases.On Thu, Mar 22, 2001 at 02:27:03PM -0600, James Dumser wrote:
I’m trying to set up RT to handle requests via email. The user guide
states:
RT uses the subject line of a message to decide what to do with it. If
the subject contains the identifier of a request that already exists,
the message becomes a comment. If the subject line contains no
identifier, a new request will be created. Thus you should be careful
with the subject header when sending messages to the RT alias to avoid
creating new requests where they are not needed.
I envisioned this capability to let me send an unstructured email
(basically not knowing it was going into RT) and have a request created.
I also understood this to mean that later emails could be sent to the
same RT address (with the tag included) and be treated as comments.
When I send an email as a new request, I get back something like
Subject: [mgts.exu.ericsson.se #] (_rt_system) RT Error: test request #8
Date: Thu, 22 Mar 2001 13:33:46 -0600 (CST)
From: James Dumser via RT rt@mgts.exu.ericsson.se
To: eusjadu@exu.ericsson.se
There has been an error:
You did not specify a ticket number for these comments. Please
resubmit them with a ticket number. Your comments appear below.
This is a request created via email (from eusjadu@exu.ericsson.se).
Date: Thu, 22 Mar 2001 13:33:45 -0600
From: James Dumser eusjadu@exu.ericsson.se
To: rt-test@mgts.exu.ericsson.se
Subject: test request #8
-------------------------------------------- Managed by Request
Tracker
rt-test is aliased to rt-mailgate test comment (I didn’t get much out of
the docs concerning the various uses of comment, correspond, and
action).
I didn’t see any mail commands for creating a request, but if it’s
necessary, I guess I can write a wrapper script that would check to see
if the email is a new request (no tag) and insert the appropriate
command, but it doesn’t seem like this should be necessary.
A REAL sysadmin challenge is “resurrect five dead mailserver while so ripped
to the gills on mdma that you can’t focus on any given line of text for more
than 10 seconds continuously.”
-Nathan Mehl