I am a bit confused about emailed responses to rt tickets. First, I have
an alias setup so that mail to sysadmin@domain.com comes into the local
rt sysadmin queue. That seems to work fine. Now I have a situation where
a user sent an email to rt which didn’t get added as a ticket to rt (the
cause is a network problem not an rt problem). I then responded to her
email which still had the cc to the sysadmin queue, and the ticket got
created. When another employee responded to my response, a second ticket
was created instead of it being added to the ticket I created. Then the
original sender replied, and a third ticket was created. What criteria
determines whether a new ticket gets created or whether the email is
appended to an existing ticket? Is it a ticket number in the Subject
line or something like that? I have googled for the answer, but
everything I have found has been either too high level to mention
something so trivial or too low level to do so.
Vicki
At Monday 5/16/2005 12:29 PM, Vicki Stanfield wrote:
I am a bit confused about emailed responses to rt tickets. First, I have
an alias setup so that mail to sysadmin@domain.com comes into the local rt
sysadmin queue. That seems to work fine. Now I have a situation where a
user sent an email to rt which didn’t get added as a ticket to rt (the
cause is a network problem not an rt problem). I then responded to her
email which still had the cc to the sysadmin queue, and the ticket got
created. When another employee responded to my response, a second ticket
was created instead of it being added to the ticket I created. Then the
original sender replied, and a third ticket was created. What criteria
determines whether a new ticket gets created or whether the email is
appended to an existing ticket? Is it a ticket number in the Subject line
or something like that? I have googled for the answer, but everything I
have found has been either too high level to mention something so trivial
or too low level to do so.
Vivki,
RT looks for subject line like [your-rt-instance-name #nnnn] where nnnn is
the ticket number. If it can get a ticket number from the subject line and
the ticket exists, it will append. Otherwise it’s a new ticket.
You might want to use sysadmin@domain.com purely to feed into RT and let RT
handle copies to the relevant people via watchers & scrips. The way you
have it set up, you are often going to get lots of new tickets created when
people reply and cc your sysadmin email address.
Steve
Stephen Turner wrote:
At Monday 5/16/2005 12:29 PM, Vicki Stanfield wrote:
I am a bit confused about emailed responses to rt tickets. First, I
have an alias setup so that mail to sysadmin@domain.com comes into
the local rt sysadmin queue. That seems to work fine. Now I have a
situation where a user sent an email to rt which didn’t get added as
a ticket to rt (the cause is a network problem not an rt problem). I
then responded to her email which still had the cc to the sysadmin
queue, and the ticket got created. When another employee responded to
my response, a second ticket was created instead of it being added to
the ticket I created. Then the original sender replied, and a third
ticket was created. What criteria determines whether a new ticket
gets created or whether the email is appended to an existing ticket?
Is it a ticket number in the Subject line or something like that? I
have googled for the answer, but everything I have found has been
either too high level to mention something so trivial or too low
level to do so.
Vivki,
RT looks for subject line like [your-rt-instance-name #nnnn] where
nnnn is the ticket number. If it can get a ticket number from the
subject line and the ticket exists, it will append. Otherwise it’s a
new ticket.
You might want to use sysadmin@domain.com purely to feed into RT and
let RT handle copies to the relevant people via watchers & scrips. The
way you have it set up, you are often going to get lots of new tickets
created when people reply and cc your sysadmin email address.
Steve
That is how it was intended all along, although it is impossible to make
sure that users don’t cc others in the process. In this case, however,
it is just that there was a network hiccup at the time when the mail was
sent to rt (sysadmin@domain.com), so the email went to the other
recipients and not into rt. When the other recipients replied, there was
not a properly formatted subject line, and the additional emails got
created. In a normal instance, the original email would have created an
rt ticket and the subsequent ones appended to it. I just wanted to
confirm how rt handled emailed requests. Thanks.
Vicki