[rt-users] create tickets via email

[Tim Dunphy]

I've also tried creating a scrip and gotten this result:

 Couldn't compile CustomPrepareCode codeblock '===Create-Ticket: ops Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: ___Approvals Type: approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT': syntax error at (eval 412) line 1, near "{ ==" 




This was the code that was used:

===Create-Ticket: ops
Subject: Code review for  {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: ___Approvals
Type: approval
Content: Someone has created a ticket. you should review and approve it, so they can finish their work
ENDOFCONTENT

regards
tim

----- Original Message -----
From: "Tim Dunphy" <bluethundr at jokefire.com>
To: rt-users at lists.bestpractical.com
Sent: Tuesday, November 29, 2011 8:09:30 PM
Subject: [rt-users] create tickets via email

hello list,


  I have built my company's RT server to the point where users can authenticate via LDAP as well as a postfix mail server on the RT host that you can use to send email to accounts intended for use with RT. This postfix server also has pop3 and IMAP functionality.

 

  However, I tried following the 'getmail' (not the fetchmail) portion of this tutorial:

  http://requesttracker.wikia.com/wiki/Fetchmail


  I was able to have the email sent to RT downloaded via pop. It seems to go ok...

  [rt at host .getmail]$ getmail --rcfile getmailrc 
getmail version 4.23.0
Copyright (C) 1998-2009 Charles Cazabon.  Licensed under the GNU GPL version 2.
SimplePOP3Retriever:rt at mm3.mlbam.com@rt.mm3.mlbam.com:110:
  msg 1/3 (1521 bytes) from <Tim.Dunphy at example.com> delivered to MDA_external command rt-mailgate ()
  msg 2/3 (1552 bytes) from <Tim.Dunphy at exmaple.com> delivered to MDA_external command rt-mailgate ()
  msg 3/3 (1560 bytes) from <Tim.Dunphy at example.com> delivered to MDA_external command rt-mailgate ()
  3 messages (4633 bytes) retrieved, 0 skipped
Summary:
Retrieved 3 messages (4633 bytes) from SimplePOP3Retriever:rt at mm3.mlbam.com@rt.mm3.mlbam.com:110



 The getmailrc file looks like this:

  [rt at monitor03 .getmail]$ cat getmailrc
[retriever]
type = SimplePOP3Retriever
server = rt.foo.example.com
port = 110
username = rt at foo.exmaple.com
password = secret

[destination]
type = MDA_external
path = /usr/local/rt4/bin/rt-mailgate
user = rt
group = rt
arguments = ("--url", "http://rt.foo.example.com/helpdesk", "--queue", "ops", "--action", "correspond",)

[options]
read_all = false
delete_after = 8
verbose = 2

 I have created resource configs for the actions comment, correspond and reply

  [rt at monitor03 .getmail]$ ls
oldmail-rt.mm3.mlbam.com-110-rt at mm3.mlbam.com  rtcomment  rtcorrespond  rtreply
 
 I've created a queue and dashboard called simply 'ops'. However when I send email to rt at foo.example.com and do I search for tickets none turn up and I get this reply from the RT server.

 No permission to create tickets in the queue 

 It's a great opportunity to build an RT server for a company as large as this. 

Thanks in advance for your help!
Tim

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