I am very new with RT and I need help. I recieve E-mails and in the Subject Line is e.g. the RT #1234 number.
Based on this number I would like that RT adds the content from the e-mail automatically to the Ticket 1234.
I did not find anything which tells me how to do that. I got the Information from one of the IT guys inhouse that this seems to be not possible. But I do not believe this guy.
Can someone help me with this. I just want to add Information from a e-mail to the RT Ticket based on the Subject line.
Cheers Thomas
Dieses Email und angehaengte Dateien enthalten moeglicherweise vertrauliche Informationen, welche nur zur Verwendung durch die benannten Empfaenger bestimmt sind. Wenn Sie dieses Email faelschlicherweise erhalten haben, informieren Sie bitte sofort den Absender und loeschen Sie das Email von Ihrem System. Es ist Ihnen untersagt, das Email und angehaengte Dateien zu kopieren, zu vertreiben oder anderweitig zu nutzen.
This email and any attachment may contain confidential information which is intended for use only by the addressee(s) named above. If you received this email by mistake, please notify the sender immediately, and delete the email from your system. You are prohibited from copying, disseminating or otherwise using the email or any attachment.
Thanks for your fast reply, so I do not need a e-mail first going out from RT to my customer which have this special Header from RT and the customer need to reply specially to this e-mail.
So my customer can just a random e-mail with the [RT #1234] number in the subject line RT figures out that this e-mail need to be added to the RT Ticket 1234?
RT sends messages with a subject of: [RT #1234] Fred Barney Wilma.
As long as a reply has the bracketed phrase, RT does the right thing.
The string RT will vary from installation to installation, based on your config.
As always, RTFM, or buy RT Essentials.
Cambridge Energy Alliance: Save money. Save the planet.
Dieses Email und angehaengte Dateien enthalten moeglicherweise vertrauliche Informationen, welche nur zur Verwendung durch die benannten Empfaenger bestimmt sind. Wenn Sie dieses Email faelschlicherweise erhalten haben, informieren Sie bitte sofort den Absender und loeschen Sie das Email von Ihrem System. Es ist Ihnen untersagt, das Email und angehaengte Dateien zu kopieren, zu vertreiben oder anderweitig zu nutzen.
This email and any attachment may contain confidential information which is intended for use only by the addressee(s) named above. If you received this email by mistake, please notify the sender immediately, and delete the email from your system. You are prohibited from copying, disseminating or otherwise using the email or any attachment.
So my customer can just a random e-mail with the [RT #1234] number
in the subject line RT figures out that this e-mail need to be added
to the RT Ticket 1234?
Yes, and so can you (forward random e-mails to RT with the magic
string in the subject line).
$rtname (scalar) - name of the RT instance, is used in subject of
emails to get/store ID of tickets. See also RenameInstance.
However you’ve set your $rtname in RT_SiteConfig.pm, that is the magic
string for the subject line. RT will attach any message whose subject
has the string [$rtname #] to ticket .
Eleanor J. (Piglet) Evans, eje@panix.com
Customer Support, (212) 741-4400