Creating Tickets Via Email

RT Users
1

I looked up the Email Integration document under the wiki pages. I
followed the steps and was able to perform the following:

cat testfile | /usr/bin/rt-mailgate --debug Exchange --action correspond
-url http://rt.isncom.com

AND RECEIVED:

Connecting to http://rt.isncom.com/REST/1.0/NoAuth/mail-gateway at
/usr/bin/rt-mailgate line 99, <> line 1.

okTicket: 12648Queue: Owner: NobodyStatus: rejectedSubject: testing
ticketRequestor: at /usr/bin/rt-mailgate line 108, <> line 1.

In order to keep the ticket from being rejected when I use the web
interface I have to have the following fields:

  1. mandatory customer ID

  2. support level

  3. severity

If the whole point is for a user to be able to email an issue and have
it create a ticket how could I do this without getting the ticket
rejected?

Basically, instead of having customer service deal with so many calls we
would like users to be able to create their own tickets. ? Has anyone
dealt with this issue before?

2

I looked up the Email Integration document under the wiki pages. I
followed the steps and was able to perform the following:
cat testfile | /usr/bin/rt-mailgate --debug Exchange --action
correspond –url http://rt.isncom.com

AND RECEIVED:

Connecting to http://rt.isncom.com/REST/1.0/NoAuth/mail-gateway at /
usr/bin/rt-mailgate line 99, <> line 1.
okTicket: 12648Queue: Owner: NobodyStatus: rejectedSubject: testing
ticketRequestor: at /usr/bin/rt-mailgate line 108, <> line 1.

In order to keep the ticket from being rejected when I use the web
interface I have to have the following fields:

  1. mandatory customer ID
  2. support level
  3. severity

If the whole point is for a user to be able to email an issue and
have it create a ticket how could I do this without getting the
ticket rejected?

Do you have a customization to reject tickets if those Custom Fields
aren’t filled out?
It appears there is something setting the status to Rejected.

RT’s Custom Field validation code prevents ticket creation in the web
ui, but
not in the mailgate for precisely this reason.

-kevin