Hi -- we've just cut over to using RT as our helpdesk system, and so far so good. Perhaps someone on this list could help with workflow enhancement that would be nice. Sometimes users email our support staff directly, rather than using '[EMAIL PROTECTED]'. The support person then typically forwards that email to [EMAIL PROTECTED] to get it into trac (especially if they're traveling or it's a weekend and they don't have easy access to the web interface).
What would be cool would be if, when trac gets an email from an authenticated user and it contains an attachment (maybe with some special text in the body), it would parse the attachment as the ticket rather than the containing email. That would set the requestor correctly automatically, so we don't have to go into the ticket and fix it manually, and it would also make the ticket "cleaner" with less junk around the original submission. Is there perhaps already an add-on to do this? Or maybe I can modify the email to trac parser? I'm not bad with perl, so if there are examples of detecting and getting attachments and how the regular parser works, that would probably get me going. Thanks! -- Gary _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
