[rt-users] RT & EXIM (part2)

[Russell Mosemann]

On Tue, 29 Mar 2005, sylvain secret wrote:

> i m happy this morning to know that it's possible for
> rt to attach a reply to the ticket automatically...

It will attach the reply to the ticket as long as the subject contains the
ticket ID, for example

Subject: Re: [XYZ #547] Widget broken

> so replies users allowed for
> comments are transfered by my exchange and not by my
> mta exim running on my rt server...

There is difference between "reply" and "comment".  Usually, RT is
configured so that a reply is a message added to a ticket that you and the
user see, but a comment is a private message added to the ticket that only
you see.  Sometimes there is an internal discussion or information about a
problem that the end user does not need to see.  That would be placed in a
comment.

> Exim just send mail
> when i create a ticket or edit it directly via rt.
> Is it possible to add comment automaticaly with this
> configuration...

If users send email from Exchange and it is delivered to Exim, then the
reply would be added to the ticket, using the ticket ID in the subject.  
If there is no ticket ID in the subject, a new ticket would be opened.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Never moon a werewolf."