Emailing (=contacting users) via RT?

RT Users
1

I feel silly for asking this question, but I’ve searched the Net and the RT
wiki and just couldn’t find the answer.

Basically I wanted to use RT to actively contact a user. Makes perfect
sense, because on occasion it’s not users reporting problems or bugs, but
support wanting to contact users to notify them of something they have
observed. Only, for the life of me I just can’t get it done! When I create a
ticket, it’s basically treated as an incoming message towards the queue.
And I can cc: the person whom I want to contact, but that doesn’t look good
at all.

So in a nutshell do I have to operate an MTA alongside RT to be able to
contact users of the system? And if I do, how can I cleanly integrate that
into an RT helpdesk thread? Because if the outgoing message doesn’t have any
RT tags, the system will thing the reply is a help request and sent out an
auto-reply (“thanks for creating a ticket” and all that jazz). I’m really
somewhat confused by now and wondering what I may have overlooked. Any help
would be greatly appreciated!

Thanks,
Stefan
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2

I might have an analogous situtation.

Our security team might find a machine they have to filter off
the network. They can lookup the net admin for that department,
and they want to create an RT ticket with that admin as CC,
so they can record the subsequent interactions.

They want all email to go through RT, so they don’t want the
initial email to go directly to the admin. They want the initial
mail to go ONLY to RT, but they want RT to THINK the admin
was cc’ed on the email.

As it turned out for an unrelated reason, we run procmail ahead of
RT, and we have a procmail rule that changes headers like this:

Comments: cc: bobg@abc.com

to this:

cc: bobg@abc.com

So, the security team sends off an email like this:

Comments: Cc: netadmin@abc.com

The admin gets only a single piece of mail, from RT.
And when he replies, it goes back to RT.

bobg

3

From: yosmc stefan@creativitypool.com
Subject: [rt-users] Emailing (=contacting users) via RT?
To: rt-users@lists.bestpractical.com
Message-ID: 20981576.post@talk.nabble.com
Content-Type: text/plain; charset=us-ascii

…

So in a nutshell do I have to operate an MTA alongside RT to be able to
contact users of the system? And if I do, how can I cleanly integrate that
into an RT helpdesk thread? Because if the outgoing message doesn’t have any
RT tags, the system will thing the reply is a help request and sent out an
auto-reply (“thanks for creating a ticket” and all that jazz). I’m really
somewhat confused by now and wondering what I may have overlooked. Any help
would be greatly appreciated!

Thanks,
Stefan

We just use a queue “outgoing” with a custom Autoreply template that looks like this:

Name: Autoreply

Content:

{$Transaction->Content()}

p.s. I’m responding to the digest, I don’t know if I’m doing this right. Just let me know if not.

Thanks,
Michael