[rt-users] email filter that sets ticket via subject lookup?

[Kevin Falcone]

On Wed, Oct 07, 2009 at 11:24:50PM -0500, Robert Eden wrote:
> Howdy All.
> 
> We work with a vendor and store the vendor's ticket # in a custom field.
> 
> We'd like to be able to add a comment to the RT ticket by "cc"ing  RT on 
> vendor email. The subject of the message contains the vendor ticket 
> number, and I'll determine the RT # via a search.
> 
> I'm trying to figure out the best way to do this. The "Right" method 
> appears to be a custom  RT::Interface::Email module, but the only "hook" 
> appears to be GetCurrentUser and there's no way to set ticket number or 
> modify the message.   I looked at the code and don't see a 
> "GetCurrentTicket" callback.   Are the  RT::Interface::Email modules 
> only good for authentication?
> 
> Another method is to replace the  rt-mailgate script with one of my 
> own.   This seems like an "excessive" hack into RT internals.  Is there 
> a more official way?

You may just want to borrow the Nagios scrips on the wiki and On
Create find the existing ticket you need to merge into and set the CF
from there.  You'll find the Scrip Action interface to be a lot easier
to do what you need (since the tickets exist and you can set
properties).

-kevin
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