Send a comment

RT Users
1

Hi

I would like to known how can I send a comment to RT (via the mailgate)
when I don’t have the original mail send by RT.

In other term what’s the expression in subject make RT known this is the comment for
ticket number X not a new ticket.

Regards.

Albert SHIH
SIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Heure local/Local time:
Lun 17 nov 2008 15:44:40 CET

2

Hello Albert!

it is the recipient adress. You have for each
queue two email adresses, one for the replies
and on for the comments

so in the alias file of your mta you find something like:

myqueue-comment: “|/opt/rt3/bin/rt-mailgate --queue mailmaster --action
comment --url http://localhost/”

which means every mail send to myqueue-comment@myhost creates a
comment

best regards!

svenOn Mo, 2008-11-17 at 15:47 +0100, Albert Shih wrote:

Hi

I would like to known how can I send a comment to RT (via the mailgate)
when I don’t have the original mail send by RT.

In other term what’s the expression in subject make RT known this is the comment for
ticket number X not a new ticket.

Regards.

3

Le 17/11/2008 � 16:17:00+0100, Sven Sternberger a �crit
Hi.

it is the recipient adress. You have for each
queue two email adresses, one for the replies
and on for the comments

so in the alias file of your mta you find something like:

myqueue-comment: “|/opt/rt3/bin/rt-mailgate --queue mailmaster --action
comment --url http://localhost/”

which means every mail send to myqueue-comment@myhost creates a
comment

Yes

thanks a lot…

But, because my english is very bad, that’s not what I’m ask.

I already have something like

myqueue-comment: “|/opt/rt3/bin/rt-mailgate --queue mailmaster --action comment --url http://localhost/”

but what I want is how can I make a comment for the ticket number X, what I
suppose to put in the subject when I send a mail to myqueue-comment ?

When I’ve some mail from rt with subject like

[NAME_OF_MY_SERVER #X] Subject_of_the_ticket

and I reply it and changing the �To: � field to �myqueue-comment� it’s
working.

But sometime I don’t have the original mail from RT, or maybe I just want
to add some comments, in this situation I don’t known what I need (I mean
the minimum) to put in the subjet to make RT understand it’s comment for
the ticket X and not ticket Y.

Best regards.

And thanks for you answers.

JAS
Albert SHIH
SIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Heure local/Local time:
Lun 17 nov 2008 16:42:17 CET

4

When I’ve some mail from rt with subject like

[NAME_OF_MY_SERVER #X] Subject_of_the_ticket

and I reply it and changing the ï¿œTo: ï¿œ field to ï¿œmyqueue-commentï¿œ it’s
working.

But sometime I don’t have the original mail from RT, or maybe I just want
to add some comments, in this situation I don’t known what I need (I mean
the minimum) to put in the subjet to make RT understand it’s comment for
the ticket X and not ticket Y.

Best regards.

And thanks for you answers.

JAS

Albert,

You have to put [NAME_OF_MY_SERVER #X] in the subject line to get the
comment to go to the right ticket.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

5

Le 17/11/2008 � 10:54:29-0500, Stephen Turner a �crit> On Mon, 17 Nov 2008 10:50:21 -0500, Albert Shih Albert.Shih@obspm.fr wrote:

When I’ve some mail from rt with subject like

[NAME_OF_MY_SERVER #X] Subject_of_the_ticket

and I reply it and changing the �To: � field to �myqueue-comment� it’s
working.

But sometime I don’t have the original mail from RT, or maybe I just want
to add some comments, in this situation I don’t known what I need (I mean
the minimum) to put in the subjet to make RT understand it’s comment for
the ticket X and not ticket Y.

Best regards.

And thanks for you answers.

JAS

You have to put [NAME_OF_MY_SERVER #X] in the subject line to get the
comment to go to the right ticket.

Lots of thanks. It’s work perfectily.

Regards.

Albert SHIH
SIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Heure local/Local time:
Mar 18 nov 2008 11:01:42 CET