Hi, everybody.
We run an old RT3 and we would like to change how users submit tickets.
Today they mail in tickets. We want to force them to submit via a web
form that then create the tickets with the required information.
They should be able to add correspondance to an existing ticket as usual.
I know how to make the webform thingy create tickets via CLI. I just
want to disable ticket creation via email.
rt: "|/usr/sbin/rt-mailgate --queue ‘General’ --action correspond …
How can this be done?
[CDON.COM] http://www.cdon.com
I
Date: Fri, 5 Dec 2014 14:14:42 +0100
From: fredrik.rambris@cdon.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Disable creation of tickets via email
Hi, everybody.
We run an old RT3 and we would like to change how users submit tickets.
Today they mail in tickets. We want to force them to submit via a web
form that then create the tickets with the required information.
They should be able to add correspondance to an existing ticket as usual.
I know how to make the webform thingy create tickets via CLI. I just
want to disable ticket creation via email.
rt: "|/usr/sbin/rt-mailgate --queue ‘General’ --action correspond …
How can this be done?
[CDON.COM] http://www.cdon.com
Hi Fredrik,
I would suggest removing the alias which pipes the mail to RT from your SMTP Server. e.g Postfix,Exim or Sendmail. That will stop all email getting through.
Regards,
Aaron
I see that you want to still accept email replies, so disabling the email
address is not suitable.
You might be able to play with rights, e.g. disabling the Create Ticket
right for the Everyone group, but RT might still link incoming ticket
creation mail to a privileged user by looking at the “From:” address of the
email.
I guess you want web creation only because the web interface presents
custom fields.
You could write a scrip that runs on ticket creation, checks for the
correct entry of custom fields, and if there’s a problem, sends a reply
instructing the user to try again using the web form and closes the ticket
as rejected. Would that be suitable?On Sat, 6 Dec 2014 12:20 am Fredrik Rambris fredrik.rambris@cdon.com wrote:
Hi, everybody.
We run an old RT3 and we would like to change how users submit tickets.
Today they mail in tickets. We want to force them to submit via a web
form that then create the tickets with the required information.
They should be able to add correspondance to an existing ticket as usual.
I know how to make the webform thingy create tickets via CLI. I just
want to disable ticket creation via email.
rt: "|/usr/sbin/rt-mailgate --queue ‘General’ --action correspond …
How can this be done?
[CDON.COM] http://www.cdon.com