[rt-users] some basic "getting started" questions

[Kelly F. Hickel]

> -----Original Message-----
> From: Bob Goldstein [mailto:bobg at uic.edu]
> Sent: Wednesday, December 31, 2003 3:21 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] some basic "getting started" questions
> 
> >Well, I may not be much of an HTML form person, but I think I can
handle
> >that part of it.  I probably should have been more clear, What I want
to
> >know is how can I code values into an email message that will
> >automatically be used to fill in portions of the newly created
ticket,
> >including custom fields.  I've reviewed the doc again today, and
can't
> >find any information that this is even possible (maybe it isn't),
much
> >less how to do it.
> >>>
> >>>
> 
>    At Jesse's suggestion, I've been hacking on enhanced-mailgate
>    from RT2, trying to fit it into RT3.  This can be used
>    to send extra info in email when creating tickets,
>    or to give commands via email for existing tickets.
> 
>    I have it doing exactly what you want -- populating a custom
>    field upon ticket creation. Basically,
>    RT::Interface::Email::Gateway() gets some new internals to
>    parse and deal with specially formatted lines at the top of an
>    email.
> 
>    But I haven't tested all of the functionality yet, and
>    there are some pieces that need more cleaning up before I
>    submit the diffs.  If I can shake loose the time, maybe
>    a few more days to a week.
> 
>       bobg
That would be fantastic, we're not likely to flip the switch on RT for a
month or so yet, even though I'm pushing, so that would fit in very
well.
Sounds like I could set it up so a user could send a command like "list
tickets" and get back a list of tickt ids, summaries and status too!

Thanks,
Kelly
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