[rt-users] Ticket Escalation & pagers?

[Aaron Turner]

On Thu, Jul 17, 2003 at 09:38:28AM -0500, Phil R Lawrence wrote:
> On Thu, 17 Jul 2003 11:22:48 -0700
> Aaron Turner <aturner at netscreen.com> wrote:
> 
> > 2) Our skytel two-way pagers don't maintain the subject line, or other
> > headers and so it has no means of determining which ticket the person is
> > replying to.  (The subject line is contained in the body)
> 
> You should be able to recognize and reformat messages from your sky-tels before the rest of the RT processing is invoked (i.e., find the ticket # in the body and move it to the subject line).  

Yeah, i guess it would be pretty easy to setup a procmail rule + perl
script to rewrite the Subject line.

I'm still confused how I can do escalations though.  Suggestions?

-- 
Aaron Turner  <aturner at netscreen.com>    work: 408-543-4025
Sr. Security Engineer                    fax:  408-543-4078
NetScreen Technologies, Inc
All emails by me are PGP signed; a bad signature indicates a forgery.
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