Opening tickets via email?


#1

I just downloaded and set up RT for use with MySQL, and was very
impressed. My colleagues, after taking a look at it, decided it won’t
work for us because they say one can’t open a ticket via email.

Is this correct? The docs and the Web site seem to indicate that one
can; I’d set up a send-only sendmail on my personal Linux box to test
everything -but- that, so I’m unsure.

Any clarification would be greatly appreciated!

Thanks in advance . . .

Roland Dobbins mordant@gothik.org // 818.535.5024 voice


#2

You most certainly can open tickets by email.

You’ll want to set up a line in /etc/aliases per the readme. then send mail
to that address… Presto. a new open ticket.

jesseOn Wed, Mar 29, 2000 at 10:35:15AM -0800, Roland Dobbins wrote:

I just downloaded and set up RT for use with MySQL, and was very
impressed. My colleagues, after taking a look at it, decided it won’t
work for us because they say one can’t open a ticket via email.

Is this correct? The docs and the Web site seem to indicate that one
can; I’d set up a send-only sendmail on my personal Linux box to test
everything -but- that, so I’m unsure.

Any clarification would be greatly appreciated!

Thanks in advance . . .

Roland Dobbins mordant@gothik.org // 818.535.5024 voice


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

jesse reed vincent – jrvincent@wesleyan.edujesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
There are no supercomputer applications that are solvable that cannot be solved
in finite time using a fucking TRS-80 with approprite disk/tape drives. Zero.
-Tanj


#3

Curious if you have any mechanism that would help prevent abuse of the
open-ticket-by-mail function.

At 01:30 PM 3/29/00 -0500, Jesse wrote:


#4

Use whatever normal spam-prevention measures you’d use for a mailbox.On Wed, Mar 29, 2000 at 01:40:23PM -0500, Forrest Aldrich wrote:

Curious if you have any mechanism that would help prevent abuse of the
open-ticket-by-mail function.

jesse reed vincent – jrvincent@wesleyan.edujesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
And I’m told we do share some common rituals. Our “flame war” is apparently
held in person in their land and called “project meeting”.
-Alan Cox [on “Suits”]


#5

I just downloaded and set up RT for use with MySQL, and was very
impressed. My colleagues, after taking a look at it, decided it won’t
work for us because they say one can’t open a ticket via email.

Is this correct?

That’s very incorrect.� Whenever correspondance comes in, the ticket is
automatically reopened. It’s also possible to give commands like:

%RT OPEN (ticket num)

through the mail gateway. If not, it’s a bug.

Tobias Brox (alias TobiX) - +4722925871 - urgent emails to
sms@tobiasb.funcom.com. Check our upcoming MMORPG at
http://www.anarchy-online.com/ (Qt) and play multiplayer Spades,
Backgammon, Poker etc for free at http://www.funcom.com/ (Java)


#6

Well, I’ve not seen such a mechanism exist yet. Spamshield, maybe, but the
author doesn’t want to develop it further to work correctly.

_F

At 01:44 PM 3/29/00 -0500, Jesse wrote:


#7

You might want to look at the RBL, procail or go searching freshmeat.
In practice I’ve not had problems with abuse of mail-create of tickets.
Well, I’ve had some overzealous users, but we have other ways of dealing
with that :wink:

JesseOn Wed, Mar 29, 2000 at 01:44:34PM -0500, Forrest Aldrich wrote:

Well, I’ve not seen such a mechanism exist yet. Spamshield, maybe, but the
author doesn’t want to develop it further to work correctly.

_F

At 01:44 PM 3/29/00 -0500, Jesse wrote:

Use whatever normal spam-prevention measures you’d use for a mailbox.

On Wed, Mar 29, 2000 at 01:40:23PM -0500, Forrest Aldrich wrote:

Curious if you have any mechanism that would help prevent abuse of the
open-ticket-by-mail function.


jesse reed vincent – jrvincent@wesleyan.edujesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91

And I’m told we do share some common rituals. Our “flame war” is apparently
held in person in their land and called “project meeting”.
-Alan Cox [on “Suits”]

jesse reed vincent – jrvincent@wesleyan.edujesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
I admit that X is the second worst windowing system in the world, but all the
others I’ve used are tied for first.


#8

I just downloaded and set up RT for use with MySQL, and was very
impressed. My colleagues, after taking a look at it, decided it won’t
work for us because they say one can’t open a ticket via email.

Your colleagues are wrong.

If installed correctly, any email to the rt queue alias which do not have
a recognisable ticket marker in the Subject: header are assigned a new
ticket number. I’m sure that this is in the docs.

Charlie Brady
Aurema Pty Ltd
PO Box 305, Strawberry Hills, NSW 2012, Australia
Email:charlieb@aurema.com, Tel: +61 2 9698 2322, Fax: +61 2 9699 9174
"I think it would be a good idea." Gandhi, on Western Civilisation.