Anyone have a good solution for managing vendor tickets alongside my
internal tickets? This is very custom, I know, but I’m wondering if
anyone has experiences to share.
Basically many of my tickets end up requiring contacting a vendor for
support, or the datacenter remote hands support teams. Both of those
have their own ticket systems, and usually I can at least get updates
to those tickets via email, though I often can’t submit or comment on
them them via email.
One idea is just have an email address where those vendor updates go,
and a thin script on that email address that searches for the vendor
ticket number on one of my tickets (custom field?) and attaches the
email to that ticket. Not sure… it feels like this should be a
solved problem.
Mark Farver
Anyone have a good solution for managing vendor tickets alongside my
internal tickets? This is very custom, I know, but I’m wondering if
anyone has experiences to share.
I did the following to address this exact issue:
In my Correspondence template, I added:
RT-Attach-Message: yes
Then used my email gateway to forward all mail so addressed to a
specific user whose procmailrc file looks like this:
# This procmail script is used to redirect emails addressed to
# ticketNNNN@mydomain.com into RT. It does so by extracting the
# NNNN portion of the email address and changing that into an
# appropriate subject.
# This script must live in $HOME/.procmailrc
VERBOSE=yes
LOGFILE=/tmp/ticket2rc.log
LOGFILE=
LOGABSTRACT=yes
SEDSCRIPT='s/^.*ticket\([0-9]*\)\@mydomain.com.*/\1/i'
TICKETID=`formail -xResent-To: -xTo: -xCc: -xBcc: | grep ticket[0-9]* |
sed -e $SEDSCRIPT | head -n1`
SUBJECT=`formail -xSubject: | sed -e 's/\[mydomain.com #[0-9]*\]//g'`
:0
{
:0
| formail -i “To: it-support@mydomain.com” -i “Subject:
[mydomain.com #${TICKETID}] $SUBJECT”
|/bin/sed -f /etc/smrsh/rtstrip.sed
|/etc/smrsh/rt-mailgate --queue IT_support --action
correspond --url http://rt/rt/
}
With this configuration I create my ticket in RT, citing their email
address as a CC recipient. Their replies are then directed back to the
ticket. I’ve been doing this for about three years with great success.
Barry