Hi Felipe,
This sounds interesting. I think I would try stripping the ticket info
from the incoming e-mail (subject line and header line) and then forward it
to an address set up for the predetermined queue.
So...
1. Incoming e-mail triggers the scrip. This is the easy part.
2. Modify the subject line to remove the ticket reference. Not hard to do.
3. Remove the RT-Ticket: header. I don't know how to do this, but I'm sure
it can be done.
4. Forward the message to the other queue's address without adding an
RT-Ticket: header or putting the ticket info into the subject line. I came
up with one way to do the subject line part a while ago
(http://wiki.bestpractical.com/view/SendEmail). Blocking the RT-Ticket:
header will probably require some digging into RT's code, but it shouldn't
be Really Hard if you are comfortable with perl.
5. RT receives the e-mail and creates a new ticket in the other
queue. This is the easiest part because it's what RT already does!
Not trivial, but you'll learn a lot about RT if you pull it off.
Or, if you're lucky, someone else will post a much easier way to do this.
Regards,
Gene
At 03:12 PM 9/30/2008, Filipe José Silva Clemente wrote:
Hi,
I want RT 3.8 to create a new ticket on a predefined queue when a user
reply by email to a resolved ticket.
The new ticket must have in the subject Reopen: and the new ID. An email
must be sent automatically to the requestor informing the new ID.
Does anyone have a script with this functionality? Any links or clues?
TIA,
Filipe
Portugal
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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