[rt-users] Mandatory Subject - EMail

[Jason A. Smith]

On 09/08/2010 10:16 AM, Peter Barton wrote:
>>>
>>> I have seen the RT-Extension-MandatorySubject plugin and this is
> great for
>>> opening tickets via the web interface.  However, my company opens at
> least
>>> 90% of its tickets via email.  Is there anything out that can enforce
>>> mandatory subjects on tickets opened via email?
>>>
>
>
>> How would you do that? Sending a bounce back? -- which is not
> convenient?
>> What you can do is write a scrip on create to look for empty subject
> and then insert one based on whatever criteria you want, eg requestor /
> sender email>address or the first line of the content etc ..
>
>> Regards;
>> Roy
>
> I would actually like to bounce the email back notifying the sender that
> the subject is required.

Personally I don't see a problem with sending a bounce to a person who 
sent an email without a subject either.  I think the original email 
without a subject is inconvenient, so they deserve a bounce.

We send all of our RT email through procmail for some additional 
filtering like this and this is the section of our procmail that checks 
for missing subjects.  It sends a copy of their original email back to 
them, with a subject saying that their ticket was rejected because the 
subject was missing.  It also adds a message to the email body, but 
unfortunately it is appended so they may not see it.  I haven't bothered 
to try to figure out a way to prepend it.  I Bcc the bounces to my email 
address also, so I know when people do this and I can check to see if 
they resent the email with a subject.

~Jason
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