We work with a vendor and store the vendor’s ticket # in a custom field.
We’d like to be able to add a comment to the RT ticket by "cc"ing RT on
vendor email. The subject of the message contains the vendor ticket
number, and I’ll determine the RT # via a search.
I’m trying to figure out the best way to do this. The “Right” method
appears to be a custom RT::Interface::Email module, but the only “hook"
appears to be GetCurrentUser and there’s no way to set ticket number or
modify the message. I looked at the code and don’t see a
"GetCurrentTicket” callback. Are the RT::Interface::Email modules
only good for authentication?
Another method is to replace the rt-mailgate script with one of my
own. This seems like an “excessive” hack into RT internals. Is there
a more official way?