[Rt-devel] CC-ing Other Queues in RT?

[Joby Walker]

This is generally a very bad idea, because it is very easy for a loop to
be generated:

Ticket A has Ticket B as a CC,  and Ticket B has Ticket A as a CC, then
on Reply Ticket A emails B, who emails back to Ticket A....

We've implemented a new link type for this scenario -- Super/Sub, with
the following workflow:

1) On creating a Sub ticket the create message is added to the Super
ticket as a comment
2) A reply on the Sub ticket is added as a comment on the Super ticket
3) Super can optionally push a reply or comment to the sub ticket as a
comment.

This works in most scenarios but we've considered adding some additional
bits to RT::Interface::Email::Gateway to allow us to create additional
tickets by using the email "+" syntax.

Most email servers should ignore anything between a + and @ in an
address.  For example:  rt-devel+new at lists.fsck.com is the same as
rt-devel at lists.fsck.com.

So we've speculated that if we add some smarts to Gateway to detect an
RT address with the + syntax a new ticket is created for that specific
address.  We could then implement some nifty auto linking so:

address+new@  -- creates a new ticket (instead of just going to the old
ticket)

address+refer@ -- creates a new ticket that refers to the old ticket

address+depend@ -- creates a new ticket that depends on the old ticket.

This work is just speculation now since we have other priorities...

Joby Walker
C&C SSG, University of Washington


Jeff Albert wrote:
> Hello all,
> I've been 'round the list looking for an answer to this, and can't find
> one - my apologies if it's already been answered:
> 
> How might I configure RT to accept mail from itself across queues?
> 
> To elaborate: I've got a number of queues maintained by disparate groups
> of people; it's common for someone in my group to receive a ticket which
> requires action by one of the other groups. I'd like for them to simply
> be able to CC that other group's RT queue on a reply from the first
> ticket and have it create a ticket there, with correspondence on that
> new ticket added back to the first ticket.
> 
> Is this something that can be done? Is it something that I *should* do,
> or is there some other more elegant method of achieving a similar
> workflow? I appreciate any and all insights you might have to offer.
> 
> Thanks in advance!
> 
> Cheers,
> Jeff Albert
> 
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
> 
> Best Practical is hiring! Come hack Perl for us: http://bestpractical.com/about/jobs.html