[rt-users] Possible for contents in subject line to map into custom fields?

[Tony Graziano]

We have been using RT for a couple of years now. We have it fielding
phone calls from our helpdesk queue since the pbx can send voice mails
as an email attachment.

I actually have two questions (RTv3.6):

1. If the "requestor" of the ticket is our phone system, is there a
scrip or custom condition that can be met to create the ticket and
notify the admin's etc. but not the requestor if it is a specific
requestor?

2. We get caller ID name and number in the subject lines (usually) and
would be interested to know if there is a way a scrip could also write
the information into the custom fields or not. 

Thanks,

Tony