How does one resolve an issue by email

RT Users
1

We would like to be able to resolve an issue via email. Does anyone
have a script for doing this? There is only 2 of us using the system.
Basically, we can respond to the requests and such right now, but it
does not actually put the issue into a resolve state until we login via
the web and change it.

thanks,
Travis
Weld RE5J School District
Systems Administrator

Your mind is like a parachute. It must be open to be used effectively.

2

As promised, here’s my changes to enhanced-mailgate.

Travis, use enhanced-mailgate from
http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/
[Read the readme]

Here’s my changes to it, to make it NOT use PGP/GPG, and work better.
(Spacing/case issues gone, priority works, responds to any message)
Note: without PGP/GPG, the security on this is not good. Forged email
could make changes to your tickets. A minor thing, but be aware of the
risk.

To install, use my patch against the file from above, copy it over your
rt-mailgate, and bingo. Mail commands.

To resolve a ticket, you can just put this at the top of any email
response (comment OR correspondence or action)

rt-status:resolved
[blank line]
[blank line]
normal email continues… blah blah

You can’t do this with stock RT, only with the enhanced-mailgate in place.On Wed, 29 Jan 2003, Travis Zadikem wrote:

We would like to be able to resolve an issue via email. Does anyone
have a script for doing this? There is only 2 of us using the system.
Basically, we can respond to the requests and such right now, but it
does not actually put the issue into a resolve state until we login via
the web and change it.

thanks,
Travis
Weld RE5J School District
Systems Administrator

=====
Your mind is like a parachute. It must be open to be used effectively.

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enhanced-mailgate.diff (2.18 KB)