Mangling support addresses]

RT Users
1

Hi all,

My last post went unanswered. If I am asking a common question please feel
free to point out the error of my ways.

Ciao

Charl

   I don't suffer from insanity, I enjoy every minute of it.

  [ Charl Matthee ]                             [ +27-11-721-3800 ]
  [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]
2

In what ways does RT 2.0’s default behaviour not meet your needs?On Mon, Dec 31, 2001 at 04:03:31PM +0200, Charl Matthee wrote:

Hi all,

My last post went unanswered. If I am asking a common question please feel
free to point out the error of my ways.

Ciao

Charl

   I don't suffer from insanity, I enjoy every minute of it.

  [ Charl Matthee ]                             [ +27-11-721-3800 ]
  [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]

Envelope-to: charl@charl.mailgate.net
Date: Thu, 27 Dec 2001 16:10:07 +0200
From: Charl Matthee charl@infosat.net
To: RT Users rt-users@lists.fsck.com
User-Agent: Mutt/1.3.24i
Subject: [rt-users] Mangling support addresses
List-Id: For users of RT: Request Tracker <rt-users.lists.fsck.com>

Hi,

Is it possible (in RT2) to set up the following scenario:

  • User sends a support request via email to support@domain,
  • A new ticket is created and the user is sent a template reply.
  • A support user picks the ticket up and corresponds with the user via RT.
  • The reply address of the correspondence always stays support@domain
    (never divulging the actual RT user corresponding to the request).

The last step is the only one I am uncertain RT2 supports as-is (or with
some changes). We run RT1.x and needed to write an address mangling script
that plugs into our MTA to be able to mangle the addresses correctly.

We essentially have several support queues that are bound to different
domains. Company policy dictates that correspondence with an outside party
must take place via the support@domain role account.

Can one do this easier in RT2 natively?

Ciao

Charl

   I don't suffer from insanity, I enjoy every minute of it.

  [ Charl Matthee ]                             [ +27-11-721-3800 ]
  [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

3

We essentially have several support queues that are bound to different
domains. Company policy dictates that correspondence with an outside party
must take place via the support@domain role account.

Can one do this easier in RT2 natively?

Someone else will have to comment on what will happen to RT when it gets
a reply to ticket #n in queue B, and support@domain actually routes into
“–action correspond --queue A”…

Have you considered doing this in the MTA instead? Personally I have postfix
rigged to translate tdehesse@laptop.dept.org.edu.au into the ‘official’
firstname.lastname@org.edu.au address… This could definitely solve your
problem, and doesn’t require any RT hacking.

Postfix config available on request.

Of course, I also use ‘sed’ as our RT mailer - but that’s a whole 'nother
story…

Teo de Hesselle, Mary had a little lamb.
She shot it in the head.
Unix Systems Administrator, Now it goes to school with her
University of Technology, Sydney. Between two bits of bread.

4

In what ways does RT 2.0’s default behaviour not meet your needs?

I unfortunately do not know RT2 (hence the question). Seeing that RT2 can
mangle addresses would you be so kind as to point me in the general
direction (what am I looking for in the docs?).

Ciao

Charl

   I don't suffer from insanity, I enjoy every minute of it.

  [ Charl Matthee ]                             [ +27-11-721-3800 ]
  [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]
5

In what ways does RT 2.0’s default behaviour not meet your needs?

I unfortunately do not know RT2 (hence the question). Seeing that RT2 can
mangle addresses would you be so kind as to point me in the general
direction (what am I looking for in the docs?).

http://www.fsck.com/rtfm/article.html?id=2#46 (Configure the Email Gateway)
seems to provide me with what I need to know.

Ciao

Charl

   I don't suffer from insanity, I enjoy every minute of it.

  [ Charl Matthee ]                             [ +27-11-721-3800 ]
  [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]