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Kehinde Orisanaiye wrote:
<blockquote
cite="mid1737c4e70609050845h451218c3sb19427de1caf4b63@mail.gmail.com"
type="cite">Thanks for the immediate reply.<br>
<br>
I will get the book you recommended later today.<br>
<br>
</blockquote>
Let's keep replies on the mailing list so that others can benefit from
the archives.<br>
<br>
<blockquote
cite="mid1737c4e70609050845h451218c3sb19427de1caf4b63@mail.gmail.com"
type="cite">Currently there is no way of injecting Mail into RT. When
customers send 'trouble' mails to a support address say <a
href="mailto:help@mycompany.com">help@mycompany.com</a>, staffs have
to manually create a ticket for the complains and then appropriate
technical staffs will then act on it. <br>
<br>
</blockquote>
Yes, that would be a pain and it would take away one of RT's main
benefits, recommend you setup RT to use the <a class="moz-txt-link-abbreviated" href="mailto:help@mycompany.com">help@mycompany.com</a> email
address.<br>
<blockquote
cite="mid1737c4e70609050845h451218c3sb19427de1caf4b63@mail.gmail.com"
type="cite">Now i want an automation of all this. so that RT
automatically create this ticket seamlessly and assign it to the
appropriate dept. <span style="font-weight: bold;">Our mail Server is </span>Exim<span
style="font-weight: bold;"> 3.5 running on Debian. I will really
appreciate your help in this aspect</span><br>
<br>
</blockquote>
OK, take a look at some details of how to setup Exim to interface with
RT:<br>
<br>
<a class="moz-txt-link-freetext" href="http://wiki.bestpractical.com/index.cgi?EximConfig">http://wiki.bestpractical.com/index.cgi?EximConfig</a><br>
<br>
is RT and Exim on the same box? If not you may need to make
<a class="moz-txt-link-abbreviated" href="mailto:help@mycompany.com">help@mycompany.com</a> an alias so that it goes to the RT box instead and
then configure an MTA on the RT box. I use Courer-MTA not Exim so I
can't give you specific details but I'm sure others on the list are
using Exim.<br>
<br>
<blockquote
cite="mid1737c4e70609050845h451218c3sb19427de1caf4b63@mail.gmail.com"
type="cite">I have access to the database but its like the content of
tickets is not stored there, I only see Trouble Ticket subjects. <br>
</blockquote>
Look in the attachments table, all message contents (the initial ticket
as well as replies/comments) are stored there I believe. What exactly
are you looking for? (if you're just trying to understand how RT works
and where the data really is, I can understand that).<br>
<br>
Jay<br>
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