[rt-users] How does one resolve an issue by email

[Seth Cohn, EFN General Manager]

As promised, here's my changes to enhanced-mailgate.

Travis, use enhanced-mailgate from
http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/
[Read the readme]

Here's my changes to it, to make it NOT use PGP/GPG, and work better.
(Spacing/case issues gone, priority works, responds to any message)
Note: without PGP/GPG, the security on this is not good.  Forged email
could make changes to your tickets.  A minor thing, but be aware of the
risk.

To install, use my patch against the file from above, copy it over your
rt-mailgate, and bingo.  Mail commands.

To resolve a ticket, you can just put this at the top of any email
response (comment OR correspondence or action)

rt-status:resolved
[blank line]
[blank line]
normal email continues... blah blah

You can't do this with stock RT, only with the enhanced-mailgate in place.

On Wed, 29 Jan 2003, Travis Zadikem wrote:

> We would like to be able to resolve an issue via email.  Does anyone
> have a script for doing this?  There is only 2 of us using the system. 
> Basically, we can respond to the requests and such right now, but it
> does not actually put the issue into a resolve state until we login via
> the web and change it.
> 
> thanks,
> Travis
> Weld RE5J School District
> Systems Administrator
> 
> =====
> Your mind is like a parachute.  It must be open to be used effectively.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

-- 
## Seth Cohn, General Manager of Eugene Free Community Network gm at efn.org
## Businesses planned for service are apt to succeed;  Phone 541-484-9637
## Businesses planned for profit are apt to fail. - N. Butler

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<     if ($CurrentUserAuth eq 'pgp-signature') {
---
> #    if ($CurrentUserAuth eq 'pgp-signature') {
219,233c219,234
< 	MailError( To => $ErrorsTo,
< 		   Subject => "RT has proccessed your commands",
< 		   Explanation => $ResultsMessage,
< 		   MIMEObj => $entity->parts(0)
< 		 );    
<     }
<     else {
< 	MailError( To => $ErrorsTo,
< 		   Subject => "RT couldn't authenticate you",
< 		   MIMEObj => $entity->parts(0),
< 		   Explanation => 
< "RT's email command mode requires PGP authentication. 
< Either you didn't sign your message, or your signature could not be verified."
< 		 );    
<     }
---
> #	MailError( To => $ErrorsTo,
> #		   Subject => "RT has proccessed your commands",
> #		   Explanation => $ResultsMessage,
> #		   MIMEObj => $entity->parts(0)
> #		 );    
> #    }
> #    else {
> #	MailError( To => $ErrorsTo,
> #		   Subject => "RT couldn't authenticate you",
> #		   MIMEObj => $entity->parts(0),
> #		   Explanation => 
> #"RT's email command mode requires PGP authentication. 
> #Either you didn't sign your message, or your signature could not be
> #verified."
> #		 );    
> #    }
331a333,335
>     my $PseudoHeaders = ParseMessageForCommands($entity);    
> 
>     
355c359,368
<     }
---
> 	my $ResultsMessage = ActOnPseudoHeaders($TicketId, $PseudoHeaders);
> 
> #	MailError( To => $ErrorsTo,
> #		   Subject => "RT has processed your commands",
> #		   Explanation => $ResultsMessage,
> #		   MIMEObj => $entity->parts(0)
> #		 );    
> 
> }
>    
372a386,395
> 	
> #    if ($CurrentUserAuth eq 'pgp-signature') {
> 	my $ResultsMessage = ActOnPseudoHeaders($TicketId, $PseudoHeaders);
> #	MailError( To => $ErrorsTo,
> #		   Subject => "RT has processed your commands",
> #		   Explanation => $ResultsMessage,
> #		   MIMEObj => $entity->parts(0)
> #		 );    
> 
> 
614c637
< 	if ($action =~ /^RT-(.*?):\s+(.*)$/) {
---
> 	if ($action =~ /^RT-(.*):\s?(.*)\s*$/i) {
640c663
< 		if ($command =~ /^(Subject|Owner|Status|Queue)$/i) {
---
> 		if ($command =~/^(subject|owner|status|queue|priority)$/i) {
747c770
< 	if ($action =~ /^RT-(.*?):\s+(.*)$/) {
---
> 	if ($action =~ /^RT-(.*):\s?(.*)\s*$/i) {