Queue Email to create a ticket

RT Users
1

Hello,

I have just recently begun to fool around with RT. I am trying to set
up email that will open up a ticket and fill in the fields via the body
of the email. I have created a custom queue, called bugs. Using the
reply-to email address, rt-bugs@abc.com, I can send an email and open up
a ticket, but the data entered in the email body does not . Here is a
look at the email body:

Queue: defects
Owner: billy@abc.com
Requestor: billy@abc.com
CustomField-1: Defects
ContentType: text/plain
Ticket Type: Bugs
Severity: Critical
Content:
E-mail ticket test #1
Testing Email functionalitiy to see if custom fields are filled in.
ENDOFCONTENT

This messages shows up in the correct queue, but only in the History
section, not in the place where I would like it to go; From the open
ticket:

X Custom Fields
Ticket Type:
(no value)
Severity:
(no value)
X People
Owner:
Nobody

Can anyone give me a hand here? Is it possible to do what I want to?
Let me know if more information is needed, and my apologies if this is
trivial.

TIA
Billy

2

Hello,

I have just recently begun to fool around with RT. I am trying to set
up email that will open up a ticket and fill in the fields via the body
of the email. I have created a custom queue, called bugs. Using the
reply-to email address, rt-bugs@abc.com, I can send an email and open up

First ScripAction listed here:

http://wiki.bestpractical.com/index.cgi?Contributions

Andy Harrison

3

Hello Billy,

I sounds like you need Dirk Pape’s Extract Custom Fields extension to RT.
See Request Tracker Wiki under ScripActions.

Good luck,
Steve

At Thursday 12/16/2004 02:45 PM, Billy O’Connell wrote:

Hello,

I have just recently begun to fool around with RT. I am trying to set
up email that will open up a ticket and fill in the fields via the body
of the email. I have created a custom queue, called bugs. Using the
reply-to email address, rt-bugs@abc.com, I can send an email and open up
a ticket, but the data entered in the email body does not . Here is a
look at the email body:

Queue: defects
Subject: Test Defect Queue Mail
Owner: billy@abc.com
Requestor: billy@abc.com
CustomField-1: Defects
ContentType: text/plain
Ticket Type: Bugs
Severity: Critical
Content:
E-mail ticket test #1
Testing Email functionalitiy to see if custom fields are filled in.
ENDOFCONTENT

====
This messages shows up in the correct queue, but only in the History
section, not in the place where I would like it to go; From the open
ticket:

X Custom Fields
Ticket Type:
(no value)
Severity:
(no value)
X People
Owner:
Nobody

Can anyone give me a hand here? Is it possible to do what I want to?
Let me know if more information is needed, and my apologies if this is
trivial.

TIA
Billy

Stephen Turner
Senior Programmer/Analyst - Client Support Services
Information Services and Technology (IS&T)

sturner@mit.edu