[rt-devel] RT talking to another robot

[Stanislav Sinyagin]

Hi all, 

I think it's quite interesting to lots of people to have RT communicating 
with other ticketing systems. This might be another 
instance of RT, or Cisco TAC, or some other vendor's assistance 
service, etc.

In our case, we use the custom field "Vendor Case" and put the external 
case number there. Then we manually copy the correspondence between 
the two systems. For example, Cisco TAC messages contain the case ID in
the message subject of the form ADDDDDD where A=[A-Z], D=[0-9]. 

My idea would be to have a plugin interface inside lib/RT/Interface/Email.pm, 
after the line
   $args{'ticket'} ||= $parser->ParseTicketId($Subject);
The plugin should have access to %args (in order to set the ticket number), 
and probably to other important variables. 

Then the custom plugin could figure out the internal ticket number out 
of the incoming message subject, and save lots of manual work.

Something similar for outgoing mail would be interesting too. 
Then the mail towards the foreign ticketing system would get the proper 
fields set automatically.

If the concept in general is accepted, I can implement it.

Regards,
Stan