How to prevent from creating tickets via email

Hi list,

I think it concerns configuration, but I cannot find the answer.

We want clients to be able to reply on a ticket by email.
(that works fine)

But we do not want them to be able to create tickets by email

At the moment they can send to the rt-queue-emailaddress and a ticket
will be created in that queue.

Is it possible to prevent that?

Thank you very much.

Olaf Hamann

I think it concerns configuration, but I cannot find the answer.

We want clients to be able to reply on a ticket by email. (that works
fine)

But we do not want them to be able to create tickets by email

At the moment they can send to the rt-queue-emailaddress and a ticket
will be created in that queue.

Is it possible to prevent that?

You could probably do that by revoking “CreateTicket” permission from
group “Everyone”.

However, if you did what you are proposing, how would tickets be created
in the first place? Are you just trying to stop email creation of
tickets and encourage people to use the web interface to create tickets?

An alternative would be to put procmail on your RT mail account and
ensure that anything which looks like a non-RT email doesn’t reach RT.

Dave.
Dave Ewart
davee@ceu.ox.ac.uk
Computing Manager, Cancer Epidemiology Unit
Cancer Research UK / Oxford University
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At the moment they can send to the rt-queue-emailaddress and a ticket
will be created in that queue.

Is it possible to prevent that?

perldoc rt-mailgate

At the bottom, look at the sections on Customization and Writing
Plugins. You’d basically need a plugin that rejects anything where the
ticket argument does not exist. There are a couple of plugins already
in /lib/RT/Interface/Email that you can look at for examples.

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

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Joe Casadonte wrote:> On 2/16/2007 10:37 AM, Olaf Hamann wrote:

At the moment they can send to the rt-queue-emailaddress and a ticket
will be created in that queue.

Is it possible to prevent that?

perldoc rt-mailgate

At the bottom, look at the sections on Customization and Writing
Plugins. You’d basically need a plugin that rejects anything where the
ticket argument does not exist. There are a couple of plugins already
in /lib/RT/Interface/Email that you can look at for examples.

If these are unprivileged users you must have CreateTicket rights for
the ‘Everyone’ group in order for email to add a new ticket. If you
just give CommentOnTicket, ModifyTicket, and ReplyToTicket, email would
work for responses to existing tickets. However it might be better to
intercept this in the email handler so you can give a more polite response.

Les Mikesell
lesmikesell@gmail.com