RT 3.8 - Create New ticket when a requestor send an email with a resolved ticket

Hi,

I want RT 3.8 to create a new ticket on a predefined queue when a user reply by email to a resolved ticket.

The new ticket must have in the subject “Reopen:” and the new ID. An email must be sent automatically to the requestor informing the new ID.

Does anyone have a script with this functionality? Any links or clues?

TIA,

Filipe

Portugal

Hi Felipe,

This sounds interesting. I think I would try stripping the ticket info
from the incoming e-mail (subject line and header line) and then forward it
to an address set up for the predetermined queue.

So…

  1. Incoming e-mail triggers the scrip. This is the easy part.
  2. Modify the subject line to remove the ticket reference. Not hard to do.
  3. Remove the RT-Ticket: header. I don’t know how to do this, but I’m sure
    it can be done.
  4. Forward the message to the other queue’s address without adding an
    RT-Ticket: header or putting the ticket info into the subject line. I came
    up with one way to do the subject line part a while ago
    (http://wiki.bestpractical.com/view/SendEmail). Blocking the RT-Ticket:
    header will probably require some digging into RT’s code, but it shouldn’t
    be Really Hard if you are comfortable with perl.
  5. RT receives the e-mail and creates a new ticket in the other
    queue. This is the easiest part because it’s what RT already does!

Not trivial, but you’ll learn a lot about RT if you pull it off.

Or, if you’re lucky, someone else will post a much easier way to do this.

Regards,
Gene

At 03:12 PM 9/30/2008, Filipe José Silva Clemente wrote:

Hi,

I want RT 3.8 to create a new ticket on a predefined queue when a user
reply by email to a resolved ticket.
The new ticket must have in the subject “Reopen:” and the new ID. An email
must be sent automatically to the requestor informing the new ID.

Does anyone have a script with this functionality? Any links or clues?

TIA,
Filipe
Portugal

Gene LeDuc, GSEC
Security Analyst
San Diego State University

I want RT 3.8 to create a new ticket on a predefined queue when a user
reply by email to a resolved ticket.
The new ticket must have in the subject �Reopen:� and the new ID. An
email must be sent automatically to the requestor informing the new ID.

Not sure how it applies to 3.8, but ForkIntoNewTicket
(http://wiki.bestpractical.com/view/ForkIntoNewTicket) sounds like what
you want:

"Summary

I use this scrip associated with a condition scrip that only catch
correspondence/comment to a closed ticket. This scrip create a new
ticket based on the correspondence/comment (subject,to,from,data). "

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