[rt-users] definition on rt-mailgate

[Eric Goodman]

This description is correct with one error. As RT ships "correspond" 
are the only aliases that allow creation of tickets. Therefore the 
sentence "comment is the right choice" should say "correspond is the 
right choice".

Any of the three RT action types can process %RT commands. E.g., an 
email of the form:

	%RT USER myusername
	%RT PASS mypassword
	%RT TAKE 16

will "take" item 16, whatever <action> is specified in the mail alias.

The functional difference that the <action> argument makes is that it 
determines what happens to the plain text in the message.

An 'action' argument causes rt-mailgate to ignore any plain text in 
the message (I think you get an error). The subject line of the 
message must reference an actual case in the database.

A 'comment' argument causes rt-mailgate to treat the plain text as a 
comment, as if you had entered a new comment in the web interface. As 
with 'action' arguments, the subject must reference the case on which 
you are commenting.

A 'correspond' argument causes rt-mailgate to treat the plain text as 
a reply (i.e., sends a message to the requestor as well as queue 
members). If the subject line of the message does not reference a 
case in the database, then a new case is created -- if allowed by the 
queue -- using the information in the email (requestor is read from 
the "From:" line, etc.).

--- Eric

>Traditional mode:
>
>rt-mailgate <queue> <action>
>
><queue> is the full name of one of your RT queues. if it's got any
>spaces in it, it should be quoted.
>
><action> is one of 'comment', 'correspond' and 'action'
>
>comment means that any mail sent through this gateway will be logged
>as private comments
>
>correspond means that any mail sent through this gateway will be
>treateded as mail to or from the requestor. If you want tickets to be
>autocreated through this interface, comment is the right choice.
>
>action is for rt's mail action mode.
>- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>What is the definite difference between 'comment', 'correspond' and
>'action'?