RT 3.8 - Ignore some email messages

RT Users
1

Hi,

I dont want RT to create new tickets ID if the subject message contains the expression we used in our old helpdesk response software.

How can i do this?

	Ignoring the messages with fetchmail? (is this possible?)
	By script telling RT to not create an incident to those messages? (RegEx?)

Any code samples? Ideas?

TIA,
Filipe
Portugal

2

Hi Felipe,

If RT gets the message, it will always create the ticket, but you can use
an OnCreate scrip to delete it ( $self->TicketObj->SetStatus(“Deleted”) )
if the subject line meets your criteria. If you don’t want a ticket to be
created at all, you probably need to keep it away from RT
altogether. Blocking it before RT gets it will also reduce the number of
users and groups cluttering up your database. That said, I don’t know how
to block it with your mail software.

Regards,
Gene

At 09:09 AM 10/3/2008, Filipe José Silva Clemente wrote:

Hi,

I dont want RT to create new tickets ID if the subject message contains
the expression we used in our old helpdesk response software.

How can i do this?
Ignoring the messages with fetchmail? (is this possible?)
By script telling RT to not create an incident to those messages? (RegEx?)

Any code samples? Ideas?

TIA,
Filipe
Portugal

Gene LeDuc, GSEC
Security Analyst
San Diego State University

3

Hi,

I dont want RT to create new tickets ID if the subject message contains the expression we used in our old helpdesk response software.

How can i do this?

  Ignoring the messages with fetchmail? (is this possible?)
  By script telling RT to not create an incident to those messages? (RegEx?)

Here I do this on the mta (postfix).

If you can’t modify it’s configuration, then you can make your fetchmail
deliver to a local account instead of rt-mailgate, then use procmail to
filter and submit only wanted messages to rt-mailgate.