[rt-users] RT 3.8 - Create New ticket when a requestor send an email with a resolved ticket

[Gene LeDuc]

Hi Felipe,

This sounds interesting.  I think I would try stripping the ticket info 
from the incoming e-mail (subject line and header line) and then forward it 
to an address set up for the predetermined queue.

So...
1. Incoming e-mail triggers the scrip.  This is the easy part.
2. Modify the subject line to remove the ticket reference.  Not hard to do.
3. Remove the RT-Ticket: header.  I don't know how to do this, but I'm sure 
it can be done.
4. Forward the message to the other queue's address without adding an 
RT-Ticket: header or putting the ticket info into the subject line.  I came 
up with one way to do the subject line part a while ago 
(http://wiki.bestpractical.com/view/SendEmail).  Blocking the RT-Ticket: 
header will probably require some digging into RT's code, but it shouldn't 
be Really Hard if you are comfortable with perl.
5. RT receives the e-mail and creates a new ticket in the other 
queue.  This is the easiest part because it's what RT already does!

Not trivial, but you'll learn a lot about RT if you pull it off.

Or, if you're lucky, someone else will post a much easier way to do this.

Regards,
Gene


At 03:12 PM 9/30/2008, Filipe José Silva Clemente wrote:
>Hi,
>
>I want RT 3.8 to create a new ticket on a predefined queue when a user 
>reply by email to a resolved ticket.
>The new ticket must have in the subject “Reopen:” and the new ID. An email 
>must be sent automatically to the requestor informing the new ID.
>
>Does anyone have a script with this functionality? Any links or clues?
>
>TIA,
>Filipe
>Portugal


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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