[rt-users] Recognize tickets created via email or via web

Emmanuel Lacour elacour at easter-eggs.com
Fri Mar 22 05:19:27 EDT 2013

On 21/03/2013 12:38, Michele Bergonzoni wrote:
> I have a custom scrip where I want to distinguish whether the ticket was
> created via email or via web.
> Now I am looking at ther "Received:" header of the first attachment of
> the first transaction of the ticket:


> This apparently works and has insofar not misclassified, but seems quite
> ugly to me. For example, future versions of RT could add a "Received:"
> with the IP address where the web connection came from (many webmails do
> that). I didn't even try with a ticket created via CLI.
> Can anyone suggest a better and future-proof approach?

well that's what I used to used since a long time and it still works ;)

if you look at the transactions and attachments table, there is
currently no dedicated field/header set by RT to distinguish those
transactions. SO as of now, looking at the "Received" header looks the
best solution.

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