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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">If you’re using RT 3.8.8, open up lib/RT/Interface/Email.pm (/opt/rt3/lib/RT/Interface/Email.pm on my machine)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">At around line 1347, you’ll find:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> my $Subject = $head->get('Subject') || '';<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> chomp $Subject;<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">if you add:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">if ($Subject eq '')<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">{<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">MailError(<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> Subject => "RT Bounce: No subject",<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> Explanation => "RT couldn't process the message below as you didn’t give a subject",<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> Attach => $args{'message'}<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> );<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> return ( 0,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> "Failed to parse this message. No subject"<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> );<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">}<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Just after it, it should do what you want. But I’ve not tested it. Restarting RT after the edit is a good idea. Taking a copy of the file first is also a good
idea, in case this screws it up.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Steve Anderson<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span lang="EN-US" style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> testwreq wreq [mailto:testwreq@gmail.com]
<br>
<b>Sent:</b> 05 October 2010 18:26<br>
<b>To:</b> Steve Anderson<br>
<b>Cc:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> Re: [rt-users] mandatory subject<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom:12.0pt">We are using mail alias with sendmail.<o:p></o:p></p>
<div>
<p class="MsoNormal">On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson <<a href="mailto:steve.anderson@bipsolutions.com">steve.anderson@bipsolutions.com</a>> wrote:<o:p></o:p></p>
<p class="MsoNormal">As with the thread mentioned by Konstantin, a lot of it will depend on how you bring the email into RT.<br>
<br>
If I were doing it, with the way I have RT set up, I'd just adjust the Exim filter I'm using to check for a blank subject, and send a bounce email on that. But I'm doing a bundle of filtering already. If you're just using a mail alias with sendmail, that's
going to need more work. The thread mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to check for a subject, before it's accepted.<br>
<br>
<br>
<br>
Steve Anderson<br>
<br>
<br>
<br>
<br>
From: testwreq wreq [mailto:<a href="mailto:testwreq@gmail.com">testwreq@gmail.com</a>]<br>
Sent: 05 October 2010 18:17<br>
To: Steve Anderson<br>
Cc: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
Subject: Re: [rt-users] mandatory subject<o:p></o:p></p>
<div>
<div>
<p class="MsoNormal" style="margin-bottom:12.0pt"><br>
I meant don't create a ticket, if there's no subject. I'd like bounce the request back to sender asking to create it again with some subject.<br>
<br>
<br>
<br>
On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson <<a href="mailto:steve.anderson@bipsolutions.com">steve.anderson@bipsolutions.com</a>> wrote:<br>
Depends what you mean by mandatory.<br>
<br>
If you mean a default, if the inbound email doesn't have a subject, should be possible to have a create scrip that sets the ticket's title, if it doesn't have one.<br>
Something like a scrip with the on create condition, then something like the following in the custom action cleanup. (not tested in any way)<br>
<br>
my $t_subject = $self->TicketObj->Subject;<br>
if ($t_subject eq ''){<br>
$self->TicketObj->SetSubject('No subject given');<br>
}<br>
<br>
I'd probably set the stage to transactionbatch.<br>
<br>
<br>
<br>
If you mean don't create a ticket, if there's no subject, I'd suggest doing that with however you're getting the email into RT first. As long as you're running it through procmail, or an exim filter, or something like that. Otherwise, you'd need a scrip to
send an email, and to close the ticket. Better not to create it in the first place.<br>
<br>
<br>
<br>
Steve Anderson.<br>
<br>
BiP Solutions Limited is a company registered in Scotland with Company<br>
Number SC086146 and VAT number 383030966 and having its registered<br>
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.<br>
<br>
****************************************************************************<br>
This e-mail (and any attachment) is intended only for the attention of<br>
the addressee(s). Its unauthorised use, disclosure, storage or copying<br>
is not permitted. If you are not the intended recipient, please destroy<br>
all copies and inform the sender by return e-mail.<br>
This e-mail (whether you are the sender or the recipient) may be<br>
monitored, recorded and retained by BiP Solutions Ltd.<br>
E-mail monitoring/ blocking software may be used, and e-mail content may<br>
be read at any time.You have a responsibility to ensure laws are not<br>
broken when composing or forwarding e-mails and their contents.<br>
****************************************************************************<o:p></o:p></p>
</div>
</div>
<p class="MsoNormal">________________________________________<br>
This email has been scanned by Netintelligence<br>
<a href="http://www.netintelligence.com/email" target="_blank">http://www.netintelligence.com/email</a><br>
________________________________________<o:p></o:p></p>
<div>
<div>
<p class="MsoNormal"><br>
BiP Solutions Limited is a company registered in Scotland with Company<br>
Number SC086146 and VAT number 383030966 and having its registered<br>
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.<br>
<br>
****************************************************************************<br>
This e-mail (and any attachment) is intended only for the attention of<br>
the addressee(s). Its unauthorised use, disclosure, storage or copying<br>
is not permitted. If you are not the intended recipient, please destroy<br>
all copies and inform the sender by return e-mail.<br>
This e-mail (whether you are the sender or the recipient) may be<br>
monitored, recorded and retained by BiP Solutions Ltd.<br>
E-mail monitoring/ blocking software may be used, and e-mail content may<br>
be read at any time.You have a responsibility to ensure laws are not<br>
broken when composing or forwarding e-mails and their contents.<br>
****************************************************************************<o:p></o:p></p>
</div>
</div>
</div>
<p class="MsoNormal" style="margin-bottom:12.0pt"><o:p> </o:p></p>
<div class="MsoNormal" align="center" style="text-align:center">
<hr size="2" width="100%" align="center">
</div>
<p class="MsoNormal">This email has been scanned by Netintelligence<br>
<a href="http://www.netintelligence.com/email">http://www.netintelligence.com/email</a><o:p></o:p></p>
<div class="MsoNormal" align="center" style="text-align:center">
<hr size="2" width="100%" align="center">
</div>
</div>
<br>
<hr>
<font face="Arial" color="Gray" size="1">BiP Solutions Limited is a company registered in Scotland with Company<br>
Number SC086146 and VAT number 383030966 and having its registered<br>
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.<br>
<br>
****************************************************************************<br>
This e-mail (and any attachment) is intended only for the attention of<br>
the addressee(s). Its unauthorised use, disclosure, storage or copying<br>
is not permitted. If you are not the intended recipient, please destroy<br>
all copies and inform the sender by return e-mail.<br>
This e-mail (whether you are the sender or the recipient) may be<br>
monitored, recorded and retained by BiP Solutions Ltd.<br>
E-mail monitoring/ blocking software may be used, and e-mail content may<br>
be read at any time.You have a responsibility to ensure laws are not<br>
broken when composing or forwarding e-mails and their contents.<br>
****************************************************************************<br>
</font>
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