[rt-users] RT Email Questions

[Ruslan U. Zakirov]

Stevo wrote:
> Hey Guys,
> 
> I have a couple of questions relating to using email to update / create 
> tickets.
> 
> 1)  What is the minimum information I need in the subject line for the 
> email to be appended to an existing ticket?
[RTNAME #TICKETID]

> 2)  Currently if the subject line doesn't match an existing ticket, RT 
> creates a new ticket.  Can this be prevented?  Ie send a bounce back to 
> the person sending the original email??
You can revoke right 'CreateTicket'.
Also see current Email plugins, that parse mails.

> 
> Does this make sense?!
In public queues - no. And generally no, but if you wish you can try.

> 
> Thanks
> 
> Stevo
> 
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