RIP tickets

Hi,

We’ve been using RT for many years now and an issue has recently come to my attention regarding old tickets being re-opened. Specifically, when dealing with RMAs, we have both an RT ticket number and an separate tracking number for another system. As it turns out, the RT ticket numbers are all 5 digits these days (going on 6) and the other number is 4 digits. What happened was that by human error, the numbers can be mixed up whereby an arbitrary and very old RT ticket gets reopened when someone tries to update the RMA ticket. Which is not a problem per se, support staff just close the ticket again, however, RT then emails out this customer from 5 years ago.

So we were wondering if we can somehow catch emails referring to very old closed tickets and do something else with them. Either email them to someone in particular, open up a new ticket, drop them altogether or possibly find the correct ticket based on the custom field which contains the 4-digit ticket number from the other system.

Can we do this and what are we looking at doing to do this?

If nothing else, I would like to intercept all messages to tickets < 10000 and redirect those emails to a separate mailbox which I can probably do in procmail (if my fu is strong).

Thanks in advance

Dominic Lepiane
Network Administrator
Point Grey Research

Hi,

you are looking for RTx-Shredder i think.

Torsten2008/5/23 Dominic Lepiane Dominic.Lepiane@ptgrey.com:

Hi,

We’ve been using RT for many years now and an issue has recently come to my
attention regarding old tickets being re-opened. Specifically, when dealing
with RMAs, we have both an RT ticket number and an separate tracking number
for another system. As it turns out, the RT ticket numbers are all 5 digits
these days (going on 6) and the other number is 4 digits. What happened was
that by human error, the numbers can be mixed up whereby an arbitrary and
very old RT ticket gets reopened when someone tries to update the RMA
ticket. Which is not a problem per se, support staff just close the ticket
again, however, RT then emails out this customer from 5 years ago.

So we were wondering if we can somehow catch emails referring to very old
closed tickets and do something else with them. Either email them to
someone in particular, open up a new ticket, drop them altogether or
possibly find the correct ticket based on the custom field which contains
the 4-digit ticket number from the other system.

Can we do this and what are we looking at doing to do this?

If nothing else, I would like to intercept all messages to tickets < 10000
and redirect those emails to a separate mailbox which I can probably do in
procmail (if my fu is strong).

Thanks in advance

Dominic Lepiane
Network Administrator
Point Grey Research


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Torsten Brumm

http://www.torsten-brumm.de

How about moving all tickets of a certain age to a separate (archive)
queue which has reply to requestor scrips disabled.

Gordon

Dominic Lepiane wrote:

We don’t want to remove the data from old tickets, so I don’t think RTx::Shredder will work in our case.

We could try moving old tickets to an archive queue that doesn’t email out and preferrably doesn’t allow closed tickets to be opened. How can we go about doing this?

Thanks in advance,

Dominic Lepiane

Use rt-crontool utility. Look for help about its actions in archives
and on the wiki.On Mon, May 26, 2008 at 9:09 PM, Dominic Lepiane Dominic.Lepiane@ptgrey.com wrote:

We don’t want to remove the data from old tickets, so I don’t think RTx::Shredder will work in our case.

We could try moving old tickets to an archive queue that doesn’t email out and preferrably doesn’t allow closed tickets to be opened. How can we go about doing this?

Thanks in advance,

Dominic Lepiane

-----Original Message-----
From: gordon@cryologic.com [mailto:gordon@cryologic.com]
Sent: Sunday, May 25, 2008 5:14 PM
To: RT Users
Cc: Dominic Lepiane
Subject: Re: [rt-users] RIP tickets

How about moving all tickets of a certain age to a separate
(archive) queue which has reply to requestor scrips disabled.

Gordon

Dominic Lepiane wrote:

Hi,

We’ve been using RT for many years now and an issue has
recently come to my attention regarding old tickets being
re-opened. Specifically, when dealing with RMAs, we have
both an RT ticket number and an separate tracking number for
another system. As it turns out, the RT ticket numbers are
all 5 digits these days (going on 6) and the other number is
4 digits. What happened was that by human error, the numbers
can be mixed up whereby an arbitrary and very old RT ticket
gets reopened when someone tries to update the RMA ticket.
Which is not a problem per se, support staff just close the
ticket again, however, RT then emails out this customer from
5 years ago.

So we were wondering if we can somehow catch emails
referring to very old closed tickets and do something else
with them. Either email them to someone in particular, open
up a new ticket, drop them altogether or possibly find the
correct ticket based on the custom field which contains the
4-digit ticket number from the other system.

Can we do this and what are we looking at doing to do this?

If nothing else, I would like to intercept all messages to
tickets < 10000 and redirect those emails to a separate
mailbox which I can probably do in procmail (if my fu is strong).

Thanks in advance

Dominic Lepiane
Network Administrator
Point Grey Research


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.