[rt-users] Creating tickets from mails without usercreation

[Ruslan Zakirov]

On Fri, Sep 11, 2009 at 3:23 AM, Stephen R. van den Berg<srb at cuci.nl> wrote:
> I am running RT 3.8.4 on Debian under lighttpd and fast-cgi, connected
> to a custom PostgreSQL database.  That is working just fine, I even
> tweaked the setup such that I have virtualised the RT setup.
> I.e. I'm running multiple databases on multiple virtual webservers
> to provide more RT instances.
>
> If anyone is interested in the lighttpd setup, ask.
>
> However, in trying to use it in the way I'd like to use it, I seem to
> encounter some slight difficulties.
>
> The intention is to use RT as the primary entry point for an info@
> mailbox of an organisation.  I tried looking this up on the RT-Wiki
> and mailinglist, the descriptions were sketchy at best.
>
> That means that:
> - There is going to be spam eventually (yes, we try to filter it out
>  before reaching RT, but the filtering is bound to get worse over time).
> - I need the mails to go into RT as tickets immediately.
> - I would like to erase some tickets permanently from the repository and
>  database (in case they are determined to be spam, keeping them in the
>  database won't work in the long run).

erase using shredder

> - In order to keep database bloat to a minimum, the incoming mails should
>  not create users automatically.
> - If creating users is inevitable on initial import of mails, then it should
>  be possible for the user to be autoremoved again after the ticket which
>  created them has been removed.

impossible, use shredder to erase spammers after.

> - Ideally, at the time the tickets are moved (manually) from the incoming
>  queue to a specific queue, a user should be created automatically (just
>  like what happens currently), and the autoreply can be sent.

you can disable autoreplies on main queue and send autoreplies when
ticket is moved to a queue.

> - First receiving the mails in a separate mailbox and only then inserting
>  the mails into the system one-by-one is not really an option
>  because I have several persons which do the reading.
>
> Is something like that possible without perl customisations?
> If yes, how?
> If no, any hints on where/how to implement it?
> --
> Sincerely,
>           Stephen R. van den Berg.
>
> Mommy, what happens to your files when you die?
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-- 
Best regards, Ruslan.