[rt-users] Creating tickets on behalf of users via email

Jim Berry jim.h.berry at frb.gov
Tue Apr 9 09:38:16 EDT 2013

Have you looked at the CommandbyMail extension?   It might have the flexibility you need.


Jim Berry

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Craig Ringer
Sent: Tuesday, April 09, 2013 8:18 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Creating tickets on behalf of users via email

Hi all

I'm increasingly finding it desirable to open correspondence with a client by email and have the conversation tracked in RT. This is cumbersome enough to do that I wonder if I'm missing something obvious.

I can create a ticket in their name via the web ui, but that results in an auto-acknowledgement email to them and doesn't send them a copy of the request its self since they're presumed to have sent it.

I can create it with me as requestor, add them as Cc, save, then delete them from Cc and add them as requestor afterwards. That seems awfully convoluted, though, and doesn't allow me to create a ticket in their name by email.

Essentially I want to be able to email bob at customer.com<mailto:bob at customer.com>, Cc RT, set Reply-To: to the RT address and have RT recognise that's what's happening, setting them as requestor instead of me and suppressing the auto-acknowledgement to them. After having a look at the code, docs and list archives I suspect that I will need to write my own email gateway to do this job but I'd like to confirm that. The mail plugin API doesn't look flexible enough, it's really just for authenticating users and doesn't give you hooks after ticket creation.

If I was to write something like this would it be useful to others? Would the RT team be prepared to accept a patch either for the hooks + a CPAN plugin, or for the whole feature integrated into the RT code?

BTW, I've pushed RT::Extension::CustomerGroups to CPAN:


as well as an updated RT::Extension::SMSNotify that supports a hookable phone number lookup/filter function. A demo hook that implements rolling support shifts for SMS notification is included in the update. See:



 Craig Ringer                   http://www.2ndQuadrant.com/

 PostgreSQL Development, 24x7 Support, Training & Services
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