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Hi Felipe,<br><br>
This sounds interesting. I think I would try stripping the ticket
info from the incoming e-mail (subject line and header line) and then
forward it to an address set up for the predetermined queue.<br><br>
So...<br>
1. Incoming e-mail triggers the scrip. This is the easy part.<br>
2. Modify the subject line to remove the ticket reference. Not hard
to do.<br>
3. Remove the RT-Ticket: header. I don't know how to do this, but
I'm sure it can be done.<br>
4. Forward the message to the other queue's address without adding an
RT-Ticket: header or putting the ticket info into the subject line.
I came up with one way to do the subject line part a while ago
(<a href="http://wiki.bestpractical.com/view/SendEmail" eudora="autourl">
http://wiki.bestpractical.com/view/SendEmail</a>). Blocking the
RT-Ticket: header will probably require some digging into RT's code, but
it shouldn't be Really Hard if you are comfortable with perl.<br>
5. RT receives the e-mail and creates a new ticket in the other
queue. This is the easiest part because it's what RT already
does!<br><br>
Not trivial, but you'll learn a lot about RT if you pull it off.<br><br>
Or, if you're lucky, someone else will post a much easier way to do
this.<br><br>
Regards,<br>
Gene<br><br>
<br>
At 03:12 PM 9/30/2008, Filipe José Silva Clemente wrote:<br>
<blockquote type=cite class=cite cite=""><font face="arial" size=2>Hi,<br>
<br>
I want RT 3.8 to create a new ticket on a predefined queue when a user
reply by email to a resolved ticket.<br>
The new ticket must have in the subject “Reopen:” and the new ID. An
email must be sent automatically to the requestor informing the new
ID.<br>
<br>
Does anyone have a script with this functionality? Any links or
clues?<br>
<br>
TIA,<br>
Filipe<br>
Portugal</font></blockquote>
<x-sigsep><p></x-sigsep>
<br>
-- <br>
Gene LeDuc, GSEC<br>
Security Analyst<br>
San Diego State University</body>
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