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Hi all<br>
<br>
I'm increasingly finding it desirable to open correspondence with a
client by email and have the conversation tracked in RT. This is
cumbersome enough to do that I wonder if I'm missing something
obvious.<br>
<br>
I can create a ticket in their name via the web ui, but that results
in an auto-acknowledgement email to them and doesn't send them a
copy of the request its self since they're presumed to have sent it.<br>
<br>
I can create it with me as requestor, add them as Cc, save, then
delete them from Cc and add them as requestor afterwards. That seems
awfully convoluted, though, and doesn't allow me to create a ticket
in their name by email.<br>
<br>
Essentially I want to be able to email <a class="moz-txt-link-abbreviated" href="mailto:bob@customer.com">bob@customer.com</a>, Cc RT, set
Reply-To: to the RT address and have RT recognise that's what's
happening, setting them as requestor instead of me and suppressing
the auto-acknowledgement to them. After having a look at the code,
docs and list archives I suspect that I will need to write my own
email gateway to do this job but I'd like to confirm that. The mail
plugin API doesn't look flexible enough, it's really just for
authenticating users and doesn't give you hooks after ticket
creation.<br>
<br>
If I was to write something like this would it be useful to others?
Would the RT team be prepared to accept a patch either for the hooks
+ a CPAN plugin, or for the whole feature integrated into the RT
code?<br>
<br>
BTW, I've pushed RT::Extension::CustomerGroups to CPAN:<br>
<br>
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<a
href="http://search.cpan.org/%7Eringerc/RT-Extension-CustomerGroups/">http://search.cpan.org/~ringerc/RT-Extension-CustomerGroups/</a><br>
<br>
as well as an updated RT::Extension::SMSNotify that supports a
hookable phone number lookup/filter function. A demo hook that
implements rolling support shifts for SMS notification is included
in the update. See:<br>
<br>
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<a href="http://search.cpan.org/%7Eringerc/RT-Extension-SMSNotify/">http://search.cpan.org/~ringerc/RT-Extension-SMSNotify/</a>
<pre class="moz-signature" cols="72">--
Craig Ringer <a class="moz-txt-link-freetext" href="http://www.2ndQuadrant.com/">http://www.2ndQuadrant.com/</a>
PostgreSQL Development, 24x7 Support, Training & Services</pre>
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