Take ownership by email

Let’s say someone sends an support email to RT, which dutifully emails
the support people about this new ticket. How can I set RT such that if
someone in support replies to that email, he/she/it automagically takes
ownership of the ticket (if it is still unassigned)?

Let’s say someone sends an support email to RT, which dutifully emails
the support people about this new ticket. How can I set RT such that if
someone in support replies to that email, he/she/it automagically takes
ownership of the ticket (if it is still unassigned)?

look at this example:

http://wiki.bestpractical.com/view/AutoSetOwnerIfAdminCc

Let’s say someone sends an support email to RT, which dutifully emails
the support people about this new ticket. How can I set RT such that if
someone in support replies to that email, he/she/it automagically takes
ownership of the ticket (if it is still unassigned)?

Install this extension

http://search.cpan.org/~falcone/RT-Extension-CommandByMail-0.07/

Then, your users can send a mail whose first non-empty line is

Owner: username

or

Owner: mail

Regards, Terence.
with Perl, there’s more than one way to do it

Hi Mauricio,

http://request-tracker.ru/node/187 - in russian, but it’s code and
does exactly that. Set actor as owner on reply if he has rights to own
ticket. Three blocks of code: 1) user defined condition 2) user
defined action preparation code 3) user defined action commit code.

This is similar to solution suggested by Emmanuel, but based on rights
only and without need to set AdminCcs. I just don’t recall if I
translated that into english :)On Thu, Oct 22, 2009 at 5:28 PM, Mauricio Tavares raubvogel@gmail.com wrote:

   Let's say someone sends an support email to RT, which dutifully emails

the support people about this new ticket. How can I set RT such that if
someone in support replies to that email, he/she/it automagically takes
ownership of the ticket (if it is still unassigned)?


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Best regards, Ruslan.