[rt-users] ticket # in email address?

Kevin Falcone falcone at bestpractical.com
Fri May 9 15:33:07 EDT 2014

On Fri, May 09, 2014 at 11:20:57AM -0700, Josh Tackitt wrote:
> Is there any possibility of routing emails to an existing ticket by 
> including the ticket # in the email address?  Something like, 
> "rt+12345 at reed.edu" that would treat emails sent to that address the 
> same as if they included the rt ticket # in the subject.

This is what the "--extension ticket" argument for rt-mailgate is for

It's up to your MTA to set the environment variable $EXTENSION when
dealing with a +addressed mail, but most do so automagically.

People use this both to support rt+12345 at example.com as well as
12345 at rt.example.com, the latter requires more MTA shenanigans than
the former.


> Here's the scenario I have in mind:
> -An RT ticket exists.
> -We need to provide an email address to a vendor and would like their 
> emails to automatically be associated with the existing ticket.
> -Currently, if we give them "rt at reed.edu" then every time they email us 
> a new ticket is generated and must be merged.
> -However, if we could give them an email address that includes the 
> ticket number then all their replies would be part of the existing ticket.
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