[rt-users] RT2.0.14, keywords, and email interface

Phil Homewood pdh at snapgear.com
Wed Sep 11 19:50:53 EDT 2002

Mark E. Dawson, Jr. wrote:
> HOWEVER, they did feel that the web interface for
> creating tickets displayed a little too much to the
> user.  For instance, there were drop down menus on
> that page for selecting the state of the ticket, for
> assigning the ticket to a specific person, etc.  All
> these options on this interface could confuse an
> end-user, or even create havoc with them assigning
> their own tickets to people they want (all of user
> X's tickets always seems to get assigned to me).

So, make a copy of /path/to/rt2/WebRT/html/Ticket/Create.html
containing only the Elements that you want. Put it in 

Or use the SelfService interface at


to allow users to submit tickets.

> Is there a way for a standard email ticket to specify
> keywords you've created that will automatically get
> recognized by RT and populated in the ticket?

As Darren said, if you want to go down this path, you want
to look at the enhanced-mailgate.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

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