How to set priority from email header

RT Users
1

Hello all

When a new ticket is opened via an email, I would like to: 1 - set the
priority of the ticket based on the X-Priority: header of the email. 2 -
Populate a custom field with the X-Priority: header field.

I have not had much luck with searching the wiki on this one, and I am
stumped as to how to read the email header.
I also don’t know much of anything about perl so if anyone has an
example scrip that is close to this, or at least reads the email
headers, I would appreciate a look at it.

Thanks,
Jason

2

When a new ticket is opened via an email, I would like to: 1 - set the
priority of the ticket based on the X-Priority: header of the email. 2 -
Populate a custom field with the X-Priority: header field.

I have not had much luck with searching the wiki on this one, and I am
stumped as to how to read the email header.
I also don’t know much of anything about perl so if anyone has an
example scrip that is close to this, or at least reads the email
headers, I would appreciate a look at it.

I am not sure it is reasonably doable with a scrip. There are some extensions
to the mail gate (follow the University of Oslo RT Page link from the wiki
(on some page about customizations)) that could be tweaked to do what you
need. But it would certainly need some perl knowledge.

					 Jan 'Bulb' Hudec <bulb@ucw.cz>

signature.asc (189 Bytes)

3

Request Tracker Wiki ?On 12/21/05, Jason Bachman jason@bachman.cc wrote:

Hello all

When a new ticket is opened via an email, I would like to: 1 - set the
priority of the ticket based on the X-Priority: header of the email. 2 -
Populate a custom field with the X-Priority: header field.

I have not had much luck with searching the wiki on this one, and I am
stumped as to how to read the email header.
I also don’t know much of anything about perl so if anyone has an
example scrip that is close to this, or at least reads the email
headers, I would appreciate a look at it.

Thanks,
Jason

The rt-users Archives

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/training.html

Best regards, Ruslan.