[rt-users] Question about email submission of tickets

[Kevin Falcone]

On Tue, Aug 04, 2009 at 06:58:47AM -0400, Joe Kirby wrote:
> This is my first time on the list and hopefully this question is  
> appropriate for it.
> 
> I am a manager type who has been responsible for configuration and  
> communication of RT to our campus. I have a talented Perl developer  
> part-part time.
> 
> We have been live since 2-23-2009 and have had great success.
> 
> My question is email submission for ticket creation. We currently can  
> create a ticket via email just fine and place it in the appropriate  
> queue, etc. but we do not seem to be able to include a custom field  
> value as part of the transmission from email to RT.
> 
> We have several system jobs which create tickets and it would be much  
> better to have an additional piece of metadata on a ticket than to  
> have to create several queues just so I can differentiate type of issues
> 
> Any help is greatly appreciated

Joe

You should investigate the RT-Extension-ExtractCustomFieldValues
module, it lets you parse incoming mail for information that should be
added to custom fields.

-kevin