Opening ticket with specific originator, state, etc. via email

RT Users
1

We’re using RT 2.0.13 here on Linux, and it’s working great. We want to
use RT in a mode where we send all the emails into RT, not the customers
directly. I’d like a way, if it’s possible, to send an email into RT
with some special tags in the body (or maybe headers, but that’s harder
to do with most MUAs) that indicate which queue to go into, what the
initial state should be, and especially who the originator should be.
Currently I have to edit every single ticket after I send it in to
change the originator to the person who sent the email to me, and fill
in the state, keywords, and so on.

Is there a way to do this?

Thanks,

– Gary Oberbrunner

2

I do this all of the time. I use the “bounce” feature of mutt (my MUA) to
forward the email to the respective queue. You could always write a simple
script that will take the email and change the to: header to queuename@address.
Make sure to ignore all the cc headers as well or you might accidentally spam a
bunch of people. (I’ve done that)

Thanks
RichardOn Tue, Jun 25, 2002 at 09:40:09AM -0400, Gary Oberbrunner wrote:

We’re using RT 2.0.13 here on Linux, and it’s working great. We want to
use RT in a mode where we send all the emails into RT, not the customers
directly. I’d like a way, if it’s possible, to send an email into RT
with some special tags in the body (or maybe headers, but that’s harder
to do with most MUAs) that indicate which queue to go into, what the
initial state should be, and especially who the originator should be.
Currently I have to edit every single ticket after I send it in to
change the originator to the person who sent the email to me, and fill
in the state, keywords, and so on.

Is there a way to do this?

Thanks,

– Gary Oberbrunner

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