Ticket # in email address?

RT Users
1

Is there any possibility of routing emails to an existing ticket by
including the ticket # in the email address? Something like,
"rt+12345@reed.edu" that would treat emails sent to that address the
same as if they included the rt ticket # in the subject.

Here’s the scenario I have in mind:

-An RT ticket exists.
-We need to provide an email address to a vendor and would like their
emails to automatically be associated with the existing ticket.
-Currently, if we give them "rt@reed.edu" then every time they email us
a new ticket is generated and must be merged.
-However, if we could give them an email address that includes the
ticket number then all their replies would be part of the existing ticket.

Thanks,
Josh

2

Is there any possibility of routing emails to an existing ticket by
including the ticket # in the email address? Something like,
“rt+12345@reed.edu” that would treat emails sent to that address the same
as if they included the rt ticket # in the subject.

Possibly via a milter or mail-alias-that-calls-procmail-or-suchlike that
would make the necessary extraction on the fooTTNUM@example.edu To address
and then update the Subject or whatnot of the message as necessary before
feeding the adjusted message off to RT?

3

Is there any possibility of routing emails to an existing ticket by
including the ticket # in the email address? Something like,
“rt+12345@reed.edu” that would treat emails sent to that address the
same as if they included the rt ticket # in the subject.

This is what the “–extension ticket” argument for rt-mailgate is for
http://bestpractical.com/docs/rt/latest/rt-mailgate.html#extension-OPTIONAL

It’s up to your MTA to set the environment variable $EXTENSION when
dealing with a +addressed mail, but most do so automagically.

People use this both to support rt+12345@example.com as well as
12345@rt.example.com, the latter requires more MTA shenanigans than
the former.

-kevin