Help on RT

RT Users
1

Hello

My name is Kenny. I am entirely new to RT but I will like to make some
modifications and improvement on an existing RT system.

The following are what I want to accomplish.

  1.    Presently staffs have to manually open tickets when customers

send emails to then. I want a situation whereby when mails are sent to a
particular email address, RT automatically creates the ticket and inform a
staff to act.

  1.    I also want to know where the content of ticket history is being

stores by the RT system.

I will appreciate your immediate reply

Thanks

2

Kehinde Orisanaiye wrote:

My name is Kenny. I am entirely new to RT but I will like to make
some modifications and improvement on an existing RT system.

I would recommend you head over to Amazon.com or use the link at the
bottom of these mailing list emails and pick up a copy of Oreilly’s “RT
Essentials”. It’s written by Jesse Vincent, the primary developer of
RT. It’s been an excellent resource when working with RT:

The following are what I want to accomplish.

1.        Presently staffs have to manually open tickets when
customers send emails to then. I want a situation whereby when
mails are sent to a particular email address, RT automatically
creates the ticket and inform a staff to act.

So you currently have no way of injecting emails into RT? How you set
this up is dependent upon the mail server software you are using. What
are you using for your SMTP Server?

2.        I also want to know where the content of ticket history
is being stores by the RT system.

Recommend you install a copy of phpmyadmin (http://www.phpmyadmin.net)
and poke around the RT mysql database. That’s of course assuming your
installation of RT is using mysql, it may have Oracle or Postgresql as
the backend but most new installs use mysql since it’s the most common.

jlee.vcf (207 Bytes)

3

Kehinde Orisanaiye wrote:

Thanks for the immediate reply.

I will get the book you recommended later today.

Let’s keep replies on the mailing list so that others can benefit from
the archives.

Currently there is no way of injecting Mail into RT. When customers
send ‘trouble’ mails to a support address say help@mycompany.com
mailto:help@mycompany.com, staffs have to manually create a ticket
for the complains and then appropriate technical staffs will then act
on it.

Yes, that would be a pain and it would take away one of RT’s main
benefits, recommend you setup RT to use the help@mycompany.com email
address.

Now i want an automation of all this. so that RT automatically create
this ticket seamlessly and assign it to the appropriate dept. Our mail
Server is Exim 3.5 running on Debian. I will really appreciate your
help in this aspect

OK, take a look at some details of how to setup Exim to interface with RT:

http://wiki.bestpractical.com/index.cgi?EximConfig

is RT and Exim on the same box? If not you may need to make
help@mycompany.com an alias so that it goes to the RT box instead and
then configure an MTA on the RT box. I use Courer-MTA not Exim so I
can’t give you specific details but I’m sure others on the list are
using Exim.

I have access to the database but its like the content of tickets is
not stored there, I only see Trouble Ticket subjects.
Look in the attachments table, all message contents (the initial ticket
as well as replies/comments) are stored there I believe. What exactly
are you looking for? (if you’re just trying to understand how RT works
and where the data really is, I can understand that).

Jay

jlee.vcf (207 Bytes)