[rt-users] Modify ticket 'body' after extracting custom fields?
Roy McMorran
mcmorran at mdibl.org
Tue Feb 5 16:44:52 EST 2013
On 2/5/13 10:57 AM, Kevin Falcone wrote:
> On Mon, Feb 04, 2013 at 05:25:45PM -0500, Dan Madere wrote:
>> > The way I handle this is, a scrip finds the email address and message body using regular
>> > expressions. It then sets the requestor to the given email address and makes an additional
>> > comment on the ticket with just the message body so it's easy to read and quote. We also
>> > exclude these web form tickets from receiving an auto reply.
> Roy - Dan's solution is one of the best to implement.
> While it is technically possible to modify the body of an incoming
> email from a MailPlugin, it isn't really advisable since you lose any
> method of debugging what happened. We often do what Dan suggested for
> clients.
>
> -kevin
OK, noted, I shall give that a try. Thanks everyone!
--
Roy McMorran
Systems Administrator
MDI Biological Laboratory
mcmorran at mdibl.org
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