Setting up rt-mailgate

Hello all,

Newcomer here.  This project has been dropped into my lap, but I think I

can handle it. I just need a little help with some terminology and a couple
settings…
We are trying to set it up so that when you email an address we’ve setup for
rt it will create a ticket with the email’s information. Because of the ways
our servers are setup we’ve decided that the best way to do this is to make
all emails sent to that rt email address automatically sent (through
.forward) to a local app that reads the email to find the proper queue and
action and then send it to rt-mailgate with the queue, action, and url sent
properly.
Here’s my question. What is the exact definition of “correspondence” and
"Comment" for the action. Our uses are going to be very simple. We just
want to make sure that a ticket is created from every email sent to that rt
email address. Is this the best way to do this, and am I missing any steps.
Thank you for any advice you can provide.

–Alex

Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb@wpi.edu

At 04:28 PM 8/5/2004, Brelsfoard, Alex wrote:

We are trying to set it up so that when you email an address we’ve setup
for rt it will create a ticket with the email’s information. Because of
the ways our servers are setup we’ve decided that the best way to do this
is to make all emails sent to that rt email address automatically sent
(through .forward) to a local app that reads the email to find the proper
queue and action and then send it to rt-mailgate with the queue, action,
and url sent properly.

You do know that, except for ticket creation, the incoming email doesn’t
have to go to the queue it is actually associated for? Put another way, if
an email for ticket #123 in the sales queue comes into the email address
for the general queue, RT will Do The Right Thing and update the ticket on
the sales queue. However, to create a ticket in a queue, the email has to
be sent to an address associated with the correct queue.

Here’s my question. What is the exact definition of “correspondence” and
"Comment" for the action.

http://wiki.bestpractical.com/index.cgi?Correspondence
http://wiki.bestpractical.com/index.cgi?Comment

Those are the traditional/out-of-the-box-operation definitions. But really
they can mean whatever you want. It all depends on how you set up your scrips.

Our uses are going to be very simple. We just want to make sure that a
ticket is created from every email sent to that rt email address. Is this
the best way to do this, and am I missing any steps.

It may be sufficient to just have all tickets created in a general queue
and either manually or through scrips move new tickets into the proper
queue. Then you could just let RT handle routing follow ups.

Michael

Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”

Here’s my question. What is the exact definition of “correspondence” and
"Comment" for the action.

I’m sure this is documented. But here goes…

There’s no technical difference between correspondence and
comments. They exist as separate types so people can have different
sets of actions. For example, the usual case is to have correspondence
visible and propagated to customers, while comments are private among
the support staff.

seph