[rt-users] How to chenge subject of incoming ticket?

[Jesse Vincent]

On Tue, Nov 28, 2006 at 10:58:11AM -0500, Tomasz Wlodek wrote:
> Hi experts,
> 
> Here is the problem:
> 
> When a ticket arrives by e-mail we analyze its contents and based on 
> appearance of certain words in the ticket we would like to change the 
> ticket subject to force the incoming ticket to be appended to an existing 
> ticket.
> 
> Example: a ticket comes and our mail filter decides that this ticket 
> should be posted as followup to ticket 3141596. Se we would like to change 
> the subject to "[rt.somewhere.com #3141596]" and then feed it to 
> rt-mailgate.
> 
> Is there a more elegant way of doing this? How to force rt-mailgate to 
> treat incoming mail as correspondence to some existing ticket, even if the 
> incoming ticket seems to be a new one?

Have a look at the '--extension' mechanism in rt-mailgate and the
$EXTENSION environment variable. Basically, you can trick RT into giving
you a per-ticket email address.

-jesse


> Tom Wlodek
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

--