[rt-users] change behaviour of RT when it receives specific emails

[amit.poddar at yale.edu]

Hi,

All the checking and parsing of the email is done in

Subroutine Gateway in  $RT_HOME/lib/RT/Interface/Email.pm
using the helper module $RT_HOME/lib/RT/EmailParser.pm

Look at these two specially the Gateway routine in Email.pm

amit



Quoting Luke Vanderfluit <lvanderf at internode.com.au>:

> Hi.
>
> RT's default behaviour is that when it receives an email with 
> [{$rtname} #{$Ticket->id}] in the subject line, that the content of 
> the email is appended to the ticket with $Ticket->id as its ID.
>
> I want to exempt this behaviour.
> When an email has the 'To' address as 'feedback at foo.com' AND the 
> Subject line contains [{$rtname} #{$Ticket->id}] AND the 
> $Ticket->Queue != 'Feedback', then I want the email to go to (create 
> a new ticket in) the Feedback queue (in default behaviour it would 
> append to the already existing resolved ticket).
>
> The problem is: where do I pick up the incoming email, check its 'To' 
> field for 'feedback' check the subject line for $Ticket->id, grab the 
> Queue for that ticket ($Ticket->Queue) and make some decisions as to 
> where to send the email. For example, I could change the subject line 
> (so default behaviour doesn't work).
> Since I am invoking rt-mailgate from procmail, which currently 
> catches on 'TO feedback', I could intervene at that level, and write 
> a script that then calls rt-mailgate after checking for the other 
> conditions.
>
> There may be a simpler way to do this,
> Any suggestions welcome.
>
> Kind regards.
>
> -- 
> Luke Vanderfluit.
> Analyst/Programmer.
> Internode Systems Pty. Ltd.
>
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