[rt-users] Where to look for info on setting custom requestor

Ruslan U. Zakirov Ruslan.Zakirov at acronis.com
Thu Oct 21 03:47:38 EDT 2004

Bruce Timberlake wrote:
> I've checked the wiki and googled for terms I thought were appropriate, but 
> I'm getting nowhere.
> Short version: Is it possible to have an email address from the body of an 
> initial ticket-creation email be used as the Requestor address, rather than 
> the "From:" header??
You can do it in different ways.
1) before RT
2) in RT

1) write email parser that overwrite mail headers according to info 
message body: change From header, subject etc. Only after it pipe it to 
mailgate. This allow you to hide your web form submitter from RT. RT 
will handle mail like it goes from customer directly.

2) use scrips to parse incoming messages and manipulate on allready 
created ticket and change all required fields.
http://wiki.bestpractical.com/index.cgi?Contributions has link on 
ExtractCustomFieldValues that allow you to extract custom fields from 
Email. See its code. It'll help you to understand how to get requestor 
and subject from mail, then see 
http://wiki.bestpractical.com/index.cgi?WriteCustomAction and this will 
help you to understand how to change ticket's subject and add new requestor.

> Long version: I'm using RT 3.2.1 to keep track of customer issues. The company 
> provides a web app to the customers, with a limited number of choices via 
> dropdowns and a few text fields, to notify the company of  problems, 
> questions, comments, etc. (basically a form to email setup).
> The company had been tracking these via regular email, which did not work well 
> at all. Thus the need for a ticket system, and thus the RT implementation.
> Once a customer submits a problem, the web system sends an email to RT (on a 
> physically separate server). The email is sent to the appropriate queue based 
> on the problem category the customer selects (queue-comment at example.org, 
> queue-outage at example.org, etc).
> I have total control over the format/content of the email that is sent, so if 
> that makes things any easier for a solution, it's an option. Right now the 
> body of the ticket just shows as:
>  Subject: testing
>  To: queue-comments at rt.example.org
>  Date: Wed, 13 Oct 2004 22:36:05 -0700
>  From: httpd <httpd at www.example.org>
>   Support request from: Mr Customer <user at random.com>
>   Subject of request: testing
>   Request regarding: Comments or Suggestions
>   Connection type: Not Sure
>   This is a test message.
> We do not want to give the customers (the general public) any direct access to 
> the RT system. All submissions from customers will be done via the company's 
> existing web site/problem submission form. The only time customers will hear 
> from RT will be ticket status emails.
> The problem I'm having is figuring out how to get the requestor's email 
> address to populate the Requestor field on the ticket. It currently is filled 
> with "httpd at www.example.org" since the web server/web app is really sending 
> the email to RT, and the customer's email address is in the body of the 
> email.
> The (I think) relevant "eviscerating fish" section in the wiki is empty. If 
> anyone can at least point me in the right direction, I'd be grateful. If 
> anyone has an already completed solution, that would be even better.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> Be sure to check out the RT wiki at http://wiki.bestpractical.com

More information about the rt-users mailing list