[rt-users] Approach for RT spam handling?

shimi shimi at shimi.net
Sat Aug 14 23:21:21 EDT 2004

This could potentially help you:



On Sun, 2004-08-15 at 06:00, Dan Foster wrote:

> We use RT 3.2.1; looks sharp, and have been using RT since the 1.0 days.
> Our users (internal and external) uses email to open RT tickets, and
> appropriate personnel then works them via the web interface. Works out
> great since the organization is pretty well geographically dispersed.
> Since we deal with external customers, we get spam - usually due to
> trojans scanning their address books and so forth. Nothing new there.
> We run all inbound messages through a spam filter which is *extremely*
> effective (prior to delivery to RT), but will never be 100% perfect so
> some spam still slips through.
> So we need to be able to select multiple tickets at once (the spam
> stuff) and then mark them as being resolved (and preferrably,
> auto-adding a generic explanation, like 'spam; closing as resolved.')
> WITHOUT sending the usual resolved ticket reply to the spammer.
> Any ideas or thoughts on how this might be best implemented?
> Ideally, I'd like to be able to use the existing bulk ticket update
> facilities since it meshes in well with the existing RT interface.
> But how do I tell RT that the selected tickets (via bulk ticket update
> screen) is spam and how to handle their resolution?
> I was originally thinking of setting a custom field called 'MarkedSpam'
> with a value of 'IsSpam' if set... and then modifying the global scrip
> for On Resolve to check to see if this is enabled. If marked as spam,
> don't send a reply to the requestor. And also modify or add another
> scrip to set ticket(s) to resolved.
> But what puts an hole in that approach is there is no facility in the
> bulk ticket update screen to mark a message as being spam.
> The ultimate goal is to have an interface where the person working a RT
> queue just selects a bunch of tickets, clicks on something to mark as
> spam, and RT then closes these tickets without sending mail. That would
> really save a lot of time when dealing with high traffic queues.
> It would also offer us a way to skip tickets when doing the next bulk
> export and save significant space and processing time on the import.
> Also, I'm reluctant to customize the global scrips provided with RT
> because I fear they could be overwritten by future RT upgrades... yet, I
> don't see a good way for an add-on scrip to conditionally suppress or
> modify an existing global scrip's behavior in certain situations.
> If you were in my shoes, how would you approach a need to mark multiple
> tickets as spam and resolve them without mail sent to the requestor...
> thoughts?
> -Dan
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Never forget that:
1. "Sure UNIX is user-friendly! It's just picky about who its friends
2. "The day that Microsoft make a product that doesn't suck,
       is the day they start making vacuum cleaners.."
3. "Windows is a 32bit port for a 16bit GUI for an 8bit OS made for a
       4bit CPU by a 2bit company that can't stand 1bit of competition!"

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