“Neil” == Neil H <via RT support@nas.com> writes:
Neil> Could someone give me a 10,000 foot view of how RT listens
Neil> and parses its emails? I don't want anything too technical
Neil> but nothing so brief that is doesn't explain..
Oops. I meant to forward another message to our support RT queue, but
I had your message selected by mistake. Sorry about that.
To answer your question, you set up an aliases that direct incoming
mail into RT. For example:
support: “|/usr/local/rt2/bin/rt-mailgate --queue support --action correspond”
support-comment: “|/usr/local/rt2/bin/rt-mailgate --queue support --action comment”
Most of the mail handling stuff is in bin/rt-mailgate and
lib/RT/Interface/Email.pm. It uses the Perl MIME-tools package to
parse the message and looks for an RT ticket number in the Subject:
header. If it finds one it adds a comment or response to the
referenced ticket, otherwise it creates a new one.
– Bob