[rt-users] Creating Tickets Via Email

[Kevin Falcone]

On Jun 2, 2009, at 4:22 PM, Nick Coronado wrote:

> I looked up the Email Integration document under the wiki pages. I  
> followed the steps and was able to perform the following:
> cat testfile | /usr/bin/rt-mailgate --debug Exchange --action  
> correspond –url http://rt.isncom.com
>
>
> AND RECEIVED:
>
> Connecting to http://rt.isncom.com/REST/1.0/NoAuth/mail-gateway at / 
> usr/bin/rt-mailgate line 99, <> line 1.
> okTicket: 12648Queue: Owner: NobodyStatus: rejectedSubject: testing  
> ticketRequestor:  at /usr/bin/rt-mailgate line 108, <> line 1.
>
>
> In order to keep the ticket from being rejected when I use the web  
> interface I have to have the following fields:
>
> 1. mandatory customer ID
> 2. support level
> 3. severity
>
> If the whole point is for a user to be able to email an issue and  
> have it create a ticket how could I do this without getting the  
> ticket rejected?

Do you have a customization to reject tickets if those Custom Fields  
aren't filled out?
It appears there is something setting the status to Rejected.

RT's Custom Field validation code prevents ticket creation in the web  
ui, but
not in the mailgate for precisely this reason.

-kevin

>
> Basically, instead of having customer service deal with so many  
> calls we would like users to be able to create their own tickets. ?  
> Has anyone dealt with this issue before?
>