RT ticket ID field extraction

RT Users
1

Hello all,

I would like to implement a scrip that will scan any incoming email
for an existing ticket ID and add this emails to the matching ticket
history. I found some helpful tips for custom fields extraction but
nothings about default fields, like the ticket id.

Many thanks,
Laurent

Laurent Mathieu

2

I would like to implement a scrip that will scan any incoming email
for an existing ticket ID and add this emails to the matching ticket
history. I found some helpful tips for custom fields extraction but
nothings about default fields, like the ticket id.

Are you trying to do something in addition to RT’s built-in subject
matching for ticket id?

-kevin

3

Kevin, RT is quite new for me and I have not finished reading the RT
essential book! I’m not aware of a such feature in RT so far. Do you
have some quick guidelines or references about it on internet?

Many thanks.
LaurentOn Tue, Dec 28, 2010 at 5:16 PM, Kevin Falcone falcone@bestpractical.com wrote:

I would like to implement a scrip that will scan any incoming email
for an existing ticket ID and add this emails to the matching ticket
history. I found some helpful tips for custom fields extraction but
nothings about default fields, like the ticket id.

Are you trying to do something in addition to RT’s built-in subject
matching for ticket id?

-kevin

4

Kevin, RT is quite new for me and I have not finished reading the RT
essential book! I’m not aware of a such feature in RT so far. Do you
have some quick guidelines or references about it on internet?

Have RT send you mail and reply to it. It happens automatically.
Look at the subject tag that RT adds to all outgoing email.

-kevin> On Tue, Dec 28, 2010 at 5:16 PM, Kevin Falcone falcone@bestpractical.com wrote:

I would like to implement a scrip that will scan any incoming email
for an existing ticket ID and add this emails to the matching ticket
history. I found some helpful tips for custom fields extraction but
nothings about default fields, like the ticket id.

Are you trying to do something in addition to RT’s built-in subject
matching for ticket id?

-kevin

5

It’s not working at all for me. Do you know how it works? Is there a
specific config?
We are using Lotus Notes, so maybe there is an integration issue with
e-mail formatting from LN…

Thanks.
LaurentOn Wed, Dec 29, 2010 at 4:59 PM, Kevin Falcone falcone@bestpractical.com wrote:

On Wed, Dec 29, 2010 at 09:48:15AM +0100, Laurent Mathieu wrote:

Kevin, RT is quite new for me and I have not finished reading the RT
essential book! I’m not aware of a such feature in RT so far. Do you
have some quick guidelines or references about it on internet?

Have RT send you mail and reply to it. It happens automatically.
Look at the subject tag that RT adds to all outgoing email.

-kevin

On Tue, Dec 28, 2010 at 5:16 PM, Kevin Falcone falcone@bestpractical.com wrote:

I would like to implement a scrip that will scan any incoming email
for an existing ticket ID and add this emails to the matching ticket
history. I found some helpful tips for custom fields extraction but
nothings about default fields, like the ticket id.

Are you trying to do something in addition to RT’s built-in subject
matching for ticket id?

-kevin

Laurent Mathieu

6

It’s not working at all for me. Do you know how it works? Is there a
specific config?

How are you testing it

We are using Lotus Notes, so maybe there is an integration issue with
e-mail formatting from LN…

This is the subject line, unless you’re stripping out
[yourrt #12345] this can’t be a formatting issue

-kevin