[unisog] RTIR (RT for Incident Response)
fw at deneb.enyo.de
Fri Dec 16 12:59:22 GMT 2005
* Erik Fichtner:
> Anyone happen to have spotted tools for managing your open tickets with
> other third parties?
I tweaked RT in a few ways to make behave more like a regular mail
- Very important: No more broken Reply-To:.
- You can use RT to send mail to other parties on ticket creation,
and they don't receive the ugly auto-reply boilerplate.
- RT uses per-ticket email addresses in the From: header of all
outgoing emal messages. (Prerequisite for the next change because
an autoreply service can drop the ticket ID when it's part of the
- RT adopts the subject line of the first external correspondence in
a new ticket, so that remote tracker IDs are used subsequently on
outgoing email. (This means that this RT variant operates cleanly
with other ticketing systems, a feature I haven't seen anywhere
With these changes, it's quite straightforward to use child tickets to
do what you want.
I don't recall if I published the changes, but they were for RT 2 only
anyway, and easy to recreate from scratch once you know what you
really want to do. 8-)
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