[rt-users] Emailing (=contacting users) via RT?

Michael Johnson johns776 at att.net
Sat Dec 13 16:27:43 EST 2008

> From: yosmc <stefan at creativitypool.com>
> Subject: [rt-users]  Emailing (=contacting users) via RT?
> To: rt-users at lists.bestpractical.com
> Message-ID: <20981576.post at talk.nabble.com>
> Content-Type: text/plain; charset=us-ascii
> So in a nutshell do I have to operate an MTA alongside RT to be able to
> contact users of the system? And if I do, how can I cleanly integrate that
> into an RT helpdesk thread? Because if the outgoing message doesn't have any
> RT tags, the system will thing the reply is a help request and sent out an
> auto-reply ("thanks for creating a ticket" and all that jazz). I'm really
> somewhat confused by now and wondering what I may have overlooked. Any help
> would be greatly appreciated!
> Thanks,
> Stefan

We just use a queue "outgoing" with a custom Autoreply  template that looks like this:

Name:  Autoreply

Subject: {$Ticket->Subject}


p.s. I'm responding to the digest, I don't know if I'm doing this right. Just let me know if not.


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