How about moving all tickets of a certain age to a separate (archive) queue which has reply to requestor scrips disabled.
Gordon Dominic Lepiane wrote: > Hi, > > We've been using RT for many years now and an issue has recently come to my > attention regarding old tickets being re-opened. Specifically, when dealing > with RMAs, we have both an RT ticket number and an separate tracking number > for another system. As it turns out, the RT ticket numbers are all 5 digits > these days (going on 6) and the other number is 4 digits. What happened was > that by human error, the numbers can be mixed up whereby an arbitrary and > very old RT ticket gets reopened when someone tries to update the RMA ticket. > Which is not a problem per se, support staff just close the ticket again, > however, RT then emails out this customer from 5 years ago. > > So we were wondering if we can somehow catch emails referring to very old > closed tickets and do something else with them. Either email them to someone > in particular, open up a new ticket, drop them altogether or possibly find > the correct ticket based on the custom field which contains the 4-digit > ticket number from the other system. > > Can we do this and what are we looking at doing to do this? > > If nothing else, I would like to intercept all messages to tickets < 10000 > and redirect those emails to a separate mailbox which I can probably do in > procmail (if my fu is strong). > > Thanks in advance > > Dominic Lepiane > Network Administrator > Point Grey Research _______________________________________________ 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
