Resolve requests via e-mail


#1

Maybe I wasn’t looking hard enough, but I couldn’t
find anything in the documentation about how to
resolve requests via e-mail. One of my co-workers
hates having to go to the web interface and would
prefer being able to resolve requests at the same
time as replying to the requestor.
Barnett Hsu Voicemail: (714) 989-3100 x 1461
E-mail: hsub@softhome.net Web: http://bhworld.cjb.net/
PGP Public Key at http://ucrbhsu.tripod.com/bio/pgp.html


#2

You place these commands in the message body and mail to rt-action

RT will process them in the order of the list.

%RT USER <username>
%RT PASS <password>

%RT TAKE <num>
    %RT UNTAKE <num>
    %RT STEAL <num>
    %RT RESOLVE <num>
    %RT OPEN <num>
    %RT STALL <num>
    %RT KILL <num> yes
    %RT MERGE <num1> [INTO] <num2>
    %RT SET owner <num> <user>
    %RT SET queue <num> <queue>
    %RT SET area <num> <area>
    %RT SET due <num> <date>
    %RT SET prio <num> <prio>
    %RT SET final <num> <prio>
    %RT SET status <num> (open|closed|stalled|dead yes)
    %RT SET user <num> <email>

Stephen Hauskins

UCSC


#3

Maybe I wasn’t looking hard enough, but I couldn’t
find anything in the documentation about how to
resolve requests via e-mail.

%RT RESOLVE

or

%RT RESOLVE 1233

in the message body should work
…probably there will be problems with authentication, try this:

%RT USER username
%RT PASS password

This can (almost :slight_smile: safely be placed into the correspondance, it will be
removed before it gets sent. Alternatively, send to a special action
address.

One of my co-workers
hates having to go to the web interface

Just like me.

“The trouble with the world is that the stupid are
cocksure and the intelligent are full of doubt.”

  • Bertrand Russell

#4

| > Maybe I wasn’t looking hard enough, but I couldn’t
| > find anything in the documentation about how to
| > resolve requests via e-mail.
|
| %RT RESOLVE
|
| or
|
| %RT RESOLVE 1233
±–>8

Doesn’t actually work in practice when attached to correspondence. Or,
more correctly, it works… then the message text is processed as
correspondence, which immediately re-opens the request. “oops”

brandon s. allbery [os/2][linux][solaris][japh] allbery@kf8nh.apk.net
system administrator [WAY too many hats] allbery@ece.cmu.edu
electrical & computer engineering KF8NH
carnegie mellon university [“better check the oblivious first” -ke6sls]


#5

Doesn’t actually work in practice when attached to correspondence. Or,
more correctly, it works… then the message text is processed as
correspondence, which immediately re-opens the request. “oops”

Itsabug :slight_smile:

“The trouble with the world is that the stupid are
cocksure and the intelligent are full of doubt.”

  • Bertrand Russell

#6

At 10:45 AM 5/26/2000 -0700, Stephen Hauskins wrote:

You place these commands in the message body and mail to rt-action
RT will process them in the order of the list.

I just tried sending a take command to our queue’s action
action e-mail address and got back two e-mails. The first
says there was an error, but doesn’t say what the error was,
while the second seems to indicate that the take succeeded.
When I check the queue with the web interface, it does show
the take succeeded. So why did I get an e-mail saying there
was an error? Any ideas what the problem might be? Copies
of the two e-mails follow.

Thanks.

— Begin E-mail #1 —Date: Sun, 4 Jun 2000 11:50:05 -0700 (PDT)
From: Barnett Hsu via RT systems@engr.ucr.edu
To: barnett@engr.ucr.edu
Subject: [Engr Request #] (_rt_system) RT Error: [No Subject Given]
There has been an error:
There has been an error with your request:

Your message is reproduced below:

— Headers Follow —

From barnett@engr.ucr.edu Sun Jun 4 11:50:05 2000
Received: from engr.ucr.edu (engr.ucr.edu [138.23.168.24])
by surfers.ucr.edu (8.9.1/8.9.1) with ESMTP id LAA09168
for rt-action@surfers.ucr.edu; Sun, 4 Jun 2000 11:50:05 -0700 (PDT)
Received: from 206.126.141.92 (ont2-ppp92.dial.clubnet.net [206.126.141.92])
by engr.ucr.edu (8.9.1/8.9.1) with SMTP id LAA04425
for systems-action@engr.ucr.edu; Sun, 4 Jun 2000 11:50:03 -0700 (PDT)
Date: Sun, 4 Jun 2000 11:50:03 -0700 (PDT)
From: Barnett Hsu barnett@engr.ucr.edu
Message-Id: 200006041850.LAA04425@engr.ucr.edu
To: systems-action@engr.ucr.edu
Mime-Version: 1.0
Content-Type: text/plain; charset=us-ascii

-------------------------------------------- Managed by Request Tracker
— End E-mail #1

— Begin E-mail #2
Date: Sun, 4 Jun 2000 11:50:05 -0700 (PDT)
From: Barnett Hsu via RT systems@engr.ucr.edu
To: barnett@engr.ucr.edu
Subject: [Engr Request #0] (_rt_system) RT Actions Complete
Thank you for taking some action:

%RT USER barnett
RT: Username barnett noticed.
PASS ***** RT: You are now authenticated as barnett.
%RT TAKE 164
RT: Request #164 taken. (567)

-------------------------------------------- Managed by Request Tracker
— End E-mail #2
Barnett Hsu Voicemail: (714) 989-3100 x 1461
E-mail: hsub@softhome.net Web: http://bhworld.cjb.net/
PGP Public Key at http://ucrbhsu.tripod.com/bio/pgp.html


#7

Stephen Hauskins wrote:

You place these commands in the message body and mail to rt-action

RT will process them in the order of the list.

    %RT USER <username>
    %RT PASS <password>

Do you need to add these tokens to each mail message to authenticate
yourself? Does the password get sent to a user of you reply and perform
an action? I played with this a little while ago and it seemed my
password got saved in the transaction history.
Randy Millis
Programmer Analyst
Electrical and Computer Engineering
University of Calgary
2500 University Dr. N.W.
Calgary, Alberta
Canada T2N 1N4
Tel: 403-220-4864 Fax: 403-282-6855
rmillis@enel.ucalgary.ca
http://www.enel.ucalgary.ca/