Where to look for info on setting custom requestor

RT Users
1

I’ve checked the wiki and googled for terms I thought were appropriate, but
I’m getting nowhere.

Short version: Is it possible to have an email address from the body of an
initial ticket-creation email be used as the Requestor address, rather than
the “From:” header??

Long version: I’m using RT 3.2.1 to keep track of customer issues. The company
provides a web app to the customers, with a limited number of choices via
dropdowns and a few text fields, to notify the company of problems,
questions, comments, etc. (basically a form to email setup).

The company had been tracking these via regular email, which did not work well
at all. Thus the need for a ticket system, and thus the RT implementation.

Once a customer submits a problem, the web system sends an email to RT (on a
physically separate server). The email is sent to the appropriate queue based
on the problem category the customer selects (queue-comment@example.org,
queue-outage@example.org, etc).

I have total control over the format/content of the email that is sent, so if
that makes things any easier for a solution, it’s an option. Right now the
body of the ticket just shows as:Subject: testing
To: queue-comments@rt.example.org
Date: Wed, 13 Oct 2004 22:36:05 -0700
From: httpd httpd@www.example.org

Support request from: Mr Customer user@random.com
Subject of request: testing
Request regarding: Comments or Suggestions
Connection type: Not Sure

This is a test message.

We do not want to give the customers (the general public) any direct access to
the RT system. All submissions from customers will be done via the company’s
existing web site/problem submission form. The only time customers will hear
from RT will be ticket status emails.

The problem I’m having is figuring out how to get the requestor’s email
address to populate the Requestor field on the ticket. It currently is filled
with “httpd@www.example.org” since the web server/web app is really sending
the email to RT, and the customer’s email address is in the body of the
email.

The (I think) relevant “eviscerating fish” section in the wiki is empty. If
anyone can at least point me in the right direction, I’d be grateful. If
anyone has an already completed solution, that would be even better.

2

Bruce Timberlake wrote:

I’ve checked the wiki and googled for terms I thought were appropriate, but
I’m getting nowhere.

Short version: Is it possible to have an email address from the body of an
initial ticket-creation email be used as the Requestor address, rather than
the “From:” header??
You can do it in different ways.

  1. before RT

  2. in RT

  3. write email parser that overwrite mail headers according to info
    message body: change From header, subject etc. Only after it pipe it to
    mailgate. This allow you to hide your web form submitter from RT. RT
    will handle mail like it goes from customer directly.

  4. use scrips to parse incoming messages and manipulate on allready
    created ticket and change all required fields.
    Request Tracker Wiki has link on
    ExtractCustomFieldValues that allow you to extract custom fields from
    Email. See its code. It’ll help you to understand how to get requestor
    and subject from mail, then see
    Request Tracker Wiki and this will
    help you to understand how to change ticket’s subject and add new requestor.