[rt-users] creating requests via email

Jesse jesse at fsck.com
Thu Mar 22 15:33:29 EST 2001

You want to be using correspond, not comment in your mail aliases.

On Thu, Mar 22, 2001 at 02:27:03PM -0600, James Dumser wrote:
> I'm trying to set up RT to handle requests via email. The user guide
> states:
>   RT uses the subject line of a message to decide what to do with it. If
>   the subject contains the identifier of a request that already exists,
>   the message becomes a comment. If the subject line contains no
>   identifier, a new request will be created. Thus you should be careful
>   with the subject header when sending messages to the RT alias to avoid
>   creating new requests where they are not needed.
> I envisioned this capability to let me send an unstructured email
> (basically not knowing it was going into RT) and have a request created.
> I also understood this to mean that later emails could be sent to the
> same RT address (with the tag included) and be treated as comments.
> When I send an email as a new request, I get back something like
>   Subject: [mgts.exu.ericsson.se #] (_rt_system) RT Error: test request
> #8
>   Date: Thu, 22 Mar 2001 13:33:46 -0600 (CST)
>   From: James Dumser via RT <rt at mgts.exu.ericsson.se>
>   To: eusjadu at exu.ericsson.se
>   There has been an error:
>   You did not specify a ticket number for these comments. Please
>   resubmit them with a ticket number.  Your comments appear below.
>   This is a request created via email (from eusjadu at exu.ericsson.se).
>   -- 
>   James Dumser  james.dumser at ericsson.com
>   --- Headers Follow ---
>   Date: Thu, 22 Mar 2001 13:33:45 -0600
>   From: James Dumser <eusjadu at exu.ericsson.se>
>   To: rt-test at mgts.exu.ericsson.se
>   Subject: test request #8
>   -------------------------------------------- Managed by Request
> Tracker
> rt-test is aliased to rt-mailgate test comment (I didn't get much out of
> the docs concerning the various uses of comment, correspond, and
> action).
> I didn't see any mail commands for creating a request, but if it's
> necessary, I guess I can write a wrapper script that would check to see
> if the email is a new request (no tag) and insert the appropriate
> command, but it doesn't seem like this should be necessary.
> -- 
> James Dumser  james.dumser at ericsson.com
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jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 
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					-Nathan Mehl

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