[rt-users] take and resolve actions via email

[Asrai khn]

On Nov 26, 2007 9:28 PM, Gene LeDuc <gleduc at mail.sdsu.edu> wrote:

>
> This doesn't answer your question about special features, but it does tell
> you a way to do what you want to do.
>
> I resolve tickets via e-mail using 3.6.3 with a fairly simple scrip.  When
> someone opens a ticket, I send out 2 e-mails.  The first goes to the user
> who opened it - they get login credentials so they can look at the
> ticket.  The second goes to the AdminCc list for the queue to notify them
> that there's a new ticket in the queue.  If a reply comes in for that
> ticket, and the sender is one of the AdminCc, and the first line of the
> e-mail is "Ok", then my scrip sets the ticket owner to the person who sent
> the message and the status to resolved.  Otherwise the message just gets
> attached to the ticket.  It would be simple to modify a scrip like that to
> do a "take" as well.
>
> If you're interested in following this trail, let me know.


Hi Gene

Sure i was interesting  and thanks  for posting  the script :)

Btw being very new to RT i wonders where to put the script ?

Thanks.

Askar.
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