[rt-users] Resolving tickets from a particular address

[Roy El-Hames]

So I guess any ticket created via mail coming from mailmarshal-server at 
mywork.com.au you'll want to resolve ???
if yes creat a scrip with user define condition :
if (($self->TicketObj->Requestors->MemberEmailAddressesAsString =~ 
/mailmarshal-server\@etc../g)
{return 1; }else { return
undef; }
And the action is set to resolve.

Roy

 Ben Brown wrote:

>Unfortunately I have to deal with a program called Mailmarshal, which is
>a mail gateway used at my work to quarantine inbound and outbound email
>attachments. 
>
>For example:
>
>A user at work tries to send a message with an unauthorized attachment.
>Mailmarshal sends an email from "mailmarshal at mywork.com.au" saying
>that it's been put into quarantine. The user replies to that message
>asking for it to be released. All email to "mailmarshal at
>mywork.com.au" goes to the "mailmarshal" queue in RT, which I've set
>myself to be AdminCC. I can then check the ticket, review the attachment
>and go and release it.
>
>That part is working great! 
>
>However, Mailmarshal also sends system notification messages via email
>when other emails bounce, timeout etc. This complicates things for the
>following reason:
>
>Mailmarshal only lets you configure two addresses, an "Administrative
>To" and an "Administrative From".
>
>The "Administrative To" address is the address which Mailmarshal sends
>system notification messages, but all emails sent to users about their
>attachments come FROM this address! This was very confusing initially!!
>However, it works because when users write their reply it gets sent to
>the same address as the system notifications. This address used to be my
>personal address, but is now set to "mailmarshal at mywork.com.au".
>
>The "Administrative From" is where the above mentioned system
>notification messages appear to be sent from. It's currently set to
>"mailmarshal-server at mywork.com.au".
>
>So I've always been stuck with everything concerning this damn program
>going to the same address, but from different addresses ;)
>
>It was OK when it was directed to my personal email address; I had some
>rules set in Outlook to move all messages from "mailmarshal-server" to a
>separate folder. It would be awesome now if I could filter all tickets
>from "mailmarshal-server at mywork.com.au" to either be moved to a
>different queue or (preferably) be resolved as soon as they reach RT.
>
>I've been told that a scrip would be the best way to do this, but when I
>went to create one I couldn't find any suitable options in the drop-down
>boxes. I don't know any perl at all... so I'm stuck!
>
>All and any help would be greatly appreciated.
>
>Cheers,
>
>Ben
>
>-----Original Message-----
>From: Roy El-Hames [mailto:rfh at pipex.net] 
>Sent: Friday, 28 October 2005 11:05 PM
>To: Ben Brown
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Resolving tickets from a particular address
>
>I am curious to what you are trying to do , because there might be an 
>easier way, if you are in control of the original request sent (I assume
>
>them to be automated messages ), then get them created in a seperate 
>queue (create new mail alias => point to different queue), then create a
>
>scrip on that new queue where on create you resolve ..(does not make 
>sense but seen worse)
>
>Roy
>Ben Brown wrote:
>
>  
>
>>I need some advice - I need to figure out how to resolve all requests
>>sent from a certain email address as soon as they arrive. 
>>
>>
>>
>>Any ideas?
>>
>>
>>
>>Thanks,
>>
>>
>>
>>Ben Brown
>>
>>CPI Group
>>
>>
>> 
>>
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