This is my first time on the list and hopefully this question is
appropriate for it.
I am a manager type who has been responsible for configuration and
communication of RT to our campus. I have a talented Perl developer
part-part time.
We have been live since 2-23-2009 and have had great success.
My question is email submission for ticket creation. We currently can
create a ticket via email just fine and place it in the appropriate
queue, etc. but we do not seem to be able to include a custom field
value as part of the transmission from email to RT.
We have several system jobs which create tickets and it would be much
better to have an additional piece of metadata on a ticket than to
have to create several queues just so I can differentiate type of issues
Any help is greatly appreciated
Thanks in Advance
Joe Kirby, UMBC
This is my first time on the list and hopefully this question is
appropriate for it.
I am a manager type who has been responsible for configuration and
communication of RT to our campus. I have a talented Perl developer
part-part time.
We have been live since 2-23-2009 and have had great success.
My question is email submission for ticket creation. We currently can
create a ticket via email just fine and place it in the appropriate
queue, etc. but we do not seem to be able to include a custom field
value as part of the transmission from email to RT.
We have several system jobs which create tickets and it would be much
better to have an additional piece of metadata on a ticket than to
have to create several queues just so I can differentiate type of issues
Any help is greatly appreciated
Joe
You should investigate the RT-Extension-ExtractCustomFieldValues
module, it lets you parse incoming mail for information that should be
added to custom fields.
-kevin