Resolving Tickets via Email

RT Users
1

I know this has been asked many times, but I still cannot find the answer that works for me. Maybe some one can some day put some docs on the wiki or something?

I would like to know the definitive way to modify tickets via email - I’m especially concerned with resolving them. I tried using “%RT RESOLVE ” but that just puts a reply in the ticket with that text.

I then tried using the enhanced-mailgate instead of rt-mailgate, but that seems to only work with version 2 (looks like Email.pm has changed in RT 3). The thread for that is found here: http://lists.fsck.com/pipermail/rt-users/2003-January/011843.html

I have RT 3.0.9 running. Any suggestions?

Paul

2

I have asked several times on this list about sending HTML
in an e-mail FROM an RT template, but got no answer and
haven’t had time to figure it out. If you could do that,
you could send an HTML form whose results would be mailed
back to RT and could be parsed for fields that could
change the tickets status. This would be much more reliable
than your users having to stick with a specific format.

Answer the HTML question and the rest should be easy, asuming
you trust e-mail for altering tickets status. (Security?)

-ToddOn Fri, Mar 26, 2004 at 07:04:08AM -0800, Paul Barmaksezian wrote:

I know this has been asked many times, but I still cannot find the answer that works for me. Maybe some one can some day put some docs on the wiki or something?

I would like to know the definitive way to modify tickets via email - I’m especially concerned with resolving them. I tried using “%RT RESOLVE ” but that just puts a reply in the ticket with that text.

I then tried using the enhanced-mailgate instead of rt-mailgate, but that seems to only work with version 2 (looks like Email.pm has changed in RT 3). The thread for that is found here: http://lists.fsck.com/pipermail/rt-users/2003-January/011843.html

I have RT 3.0.9 running. Any suggestions?

Paul

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