[rt-users] [script] Closing tickets via mail (e.g. Cc: done at rt.site.com)

Christian Hammers ch at westend.com
Thu Oct 28 10:36:00 EDT 2004

On Mon, Oct 25, 2004 at 02:54:59PM +0200, Christian Hammers wrote:
> I'm looking for a way to close a ticket via email. What would be the
> best approach? My only idea is currently to create a special alias
> which then executes rt-crontool.

In case anybody has a use for it, here is a little script that accepts
mails for "done at support.mydomain.com", extracts the ticket number and 
closes this ticket with a comment.



	#!/usr/bin/perl -W
	# Quick and dirty script, no real return code checking.
	use Sys::Syslog;

	openlog("rt-mail-done", 0, LOG_DAEMON);

	$mail = join("", <STDIN>);

	if ($mail =~ /^Subject.*\[Ticket #([0-9]+)\]/m) {
	  $ticketstring = "ticket/$1";
	} else {
	  die("No ticket number found!");

	$cmd = "rt comment -m 'Ticket has been closed via email.' $ticketstring";
	$out = "$cmd: ".`$cmd 2>&1`; chomp($out); syslog(LOG_INFO, $out);

	$cmd = "rt edit $ticketstring set status=resolved";
	$out = "$cmd: ".`$cmd 2>&1`; chomp($out); syslog(LOG_INFO, $out);


Christian Hammers             WESTEND GmbH  |  Internet-Business-Provider
Technik                       CISCO Systems Partner - Authorized Reseller
                              Lütticher Straße 10      Tel 0241/701333-11
ch at westend.com                D-52064 Aachen              Fax 0241/911879

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