This probably qualifies as a FAQ as it seems to come up every few months…
if this generates a comprehensive answer I’ll try and add it to the wiki.
What’s the future hold for manipulating ticket fields via emails in RT3?
There seems to be interest expressed from time to time to execute status
changes via email, as well as adding time to tickets and so on…
For those of us who are mobile workers trying to use RT3 in near real time
its efficient to just compose working notes as emails and transmit them next
time we’re near an access point. The current mailgate works fine for the
textual portion of a transaction, but not so helpful for manipulating the
metadata. We’ve end up needing a ‘setting period’ at the end of the day when
access to the web interface is needed so time can be added into the tickets,
statuses changed and so on. Becuase we’re doing this after the work has
actually been done inaccuracies creep in, time worked is sometimes missed
and so on.
Information Systems Coordinator
Sunshine Coast Regional District