[rt-users] mandatory subject

Tue Oct 5 13:33:27 EDT 2010

If you're using RT 3.8.8, open up lib/RT/Interface/Email.pm (/opt/rt3/lib/RT/Interface/Email.pm on my machine)
At around line 1347, you'll find:

    my $Subject = $head->get('Subject') || '';
    chomp $Subject;

if you add:

if ($Subject eq '')
{
MailError(
            Subject     => "RT Bounce: No subject",
            Explanation => "RT couldn't process the message below as you didn't give a subject",
            Attach      => $args{'message'}
        );

        return ( 0,
            "Failed to parse this message. No subject"
        );
}

Just after it, it should do what you want. But I've not tested it. Restarting RT after the edit is a good idea. Taking a copy of the file first is also a good idea, in case this screws it up.

Steve Anderson

From: testwreq wreq [mailto:testwreq at gmail.com]
Sent: 05 October 2010 18:26
To: Steve Anderson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] mandatory subject

We are using mail alias with sendmail.
On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson <steve.anderson at bipsolutions.com<mailto:steve.anderson at bipsolutions.com>> wrote:
As with the thread mentioned by Konstantin, a lot of it will depend on how you bring the email into RT.

If I were doing it, with the way I have RT set up, I'd just adjust the Exim filter I'm using to check for a blank subject, and send a bounce email on that. But I'm doing a bundle of filtering already. If you're just using a mail alias with sendmail, that's going to need more work. The thread mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to check for a subject, before it's accepted.

Steve Anderson

From: testwreq wreq [mailto:testwreq at gmail.com<mailto:testwreq at gmail.com>]
Sent: 05 October 2010 18:17
To: Steve Anderson
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] mandatory subject

I meant don't create a ticket, if there's no subject.  I'd like bounce the request back to sender asking to create it again with some subject.

On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson <steve.anderson at bipsolutions.com<mailto:steve.anderson at bipsolutions.com>> wrote:
Depends what you mean by mandatory.

If you mean a default, if the inbound email doesn't have a subject, should be possible to have a create scrip that sets the ticket's title, if it doesn't have one.
Something like a scrip with the on create condition, then something like the following in the custom action cleanup. (not tested in any way)

my $t_subject = $self->TicketObj->Subject;
if ($t_subject eq ''){
$self->TicketObj->SetSubject('No subject given');
}

 I'd probably set the stage to transactionbatch.

If you mean don't create a ticket, if there's no subject, I'd suggest doing that with however you're getting the email into RT first. As long as you're running it through procmail, or an exim filter, or something like that. Otherwise, you'd need a scrip to send an email, and to close the ticket. Better not to create it in the first place.

Steve Anderson.

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Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

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broken when composing or forwarding e-mails and their contents.
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________________________________
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________________________________

________________________________
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
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