[rt-users] change behaviour of RT when it receives specific emails

[Luke Vanderfluit]

Hi.

RT's default behaviour is that when it receives an email with [{$rtname} 
#{$Ticket->id}] in the subject line, that the content of the email is 
appended to the ticket with $Ticket->id as its ID.

I want to exempt this behaviour.
When an email has the 'To' address as 'feedback at foo.com' AND the Subject 
line contains [{$rtname} #{$Ticket->id}] AND the $Ticket->Queue != 
'Feedback', then I want the email to go to (create a new ticket in) the 
Feedback queue (in default behaviour it would append to the already 
existing resolved ticket).

The problem is: where do I pick up the incoming email, check its 'To' 
field for 'feedback' check the subject line for $Ticket->id, grab the 
Queue for that ticket ($Ticket->Queue) and make some decisions as to 
where to send the email. For example, I could change the subject line 
(so default behaviour doesn't work).
Since I am invoking rt-mailgate from procmail, which currently catches 
on 'TO feedback', I could intervene at that level, and write a script 
that then calls rt-mailgate after checking for the other conditions.

There may be a simpler way to do this,
Any suggestions welcome.

Kind regards.

-- 
Luke Vanderfluit.
Analyst/Programmer.
Internode Systems Pty. Ltd.