[rt-users] Dealing with people who send email to HelpdeskandCCothers

[Max Bowsher]

Jay R. Ashworth wrote:
> On Fri, Mar 04, 2005 at 03:59:34PM -0800, Pei Ku wrote:
>> It's kinda weird that you have to manage Watcher list via RT Web
>> interface, the but actual communication amongst the people can be
>> done either via the web interface or email. It would be nice if I can
>> do all that via email, but I don't think it's possible (without some
>> heavy hacking made to RT).
>
> I'm not sure I think it *is* all that weird: if you think of RT as a
> 'brilliant' mailing list manager (which is what you're sort of using it
> as in that environment), then setting up groups through the web sounds
> less weird.
>
> I still think there might be a way to have the RT mail intake code to
> look for In-Reply-To Message-ID, though.

With a certain amount of code tweaking, it is quite possible.

I run an RT instance which has no direct contact with requestors - instead 
the response team are members of a mailing list, and RT listens to the 
mailing list traffic, picking up on message ids to assign messages to 
tickets.

I wish I could post some code, but it's all tangled up with other local 
modifications, and I'm unlikely to get time to untangle it for at least a 
week.

Max.