LFS:Rt-command-by-email

DESCRIPTION

From the README file of RT-CommandByEmail.

This extension parse content of incoming messages for list commands.

Format of commands is:

Command: value

...

You can find list of "COMMANDS commands below".

Some commands (like Status, Queue and other) can be used only once.

Commands that manage lists can be used multiple times, for example link, custom fields and watchers commands. Also, the latter can be used with "Add" and "Del" prefixes to add/delete values from the current list of the ticket you reply to or comment on.

COMMANDS

Basic

Queue: <name>

Set new queue for the ticket

Subject: <string>

Set new subject to the given string

Status: <status>

Set new status, one of new, open, stalled, resolved, rejected or deleted

Owner: <username>

Set new owner using the given username

Priority: <#>

Set new priority to the given value

FinalPriority: <#>

Set new final priority to the given value

Dates

Set new date/timestamp, or 0 to unset:

Due: <new timestamp>

Starts: <new timestamp>

Started: <new timestamp>

Time

Set new times to the given value in minutes. Note that on correspond/comment "TimeWorked" add time to the current value.

TimeWorked: <minutes>

TimeEstimated: <minutes>

TimeLeft: <minutes>

Watchers

Manage watchers: requestors, ccs and admin ccs. This commands can be used several times and/or with "Add" and "Del" prefixes, for example "Requestor" comand set requestor(s) and the current requestors would be deleted, but "AddRequestor" command adds to the current list.

Requestor: <address>

Set requestor(s) using the email address

AddRequestor: <address>

Add new requestor using the email address

DelRequestor: <address>

Remove email address as requestor

Cc: <address>

Set Cc watcher(s) using the email address

AddCc: <address>

Add new Cc watcher using the email address

DelCc: <address>

Remove email address as Cc watcher

AdminCc: <address>

Set AdminCc watcher(s) using the email address

AddAdminCc: <address>

Add new AdminCc watcher using the email address

DelAdminCc: <address>

Remove email address as AdminCc watcher

Links

Manage links. These commands are also could be used several times in one message.

DependsOn: <ticket id>

DependedOnBy: <ticket id>

RefersTo: <ticket id>

ReferredToBy: <ticket id>

Members: <ticket id>

MemberOf: <ticket id>

Custom field values

Manage custom field values. Could be used multiple times.

CustomField.{CFName}: <custom field value>

AddCustomField.{CFName}: <custom field value>

DelCustomField.{CFName}: <custom field value>

Short forms:

CF.{CFName}: <custom field value>

AddCF.{CFName}: <custom field value>

DelCF.{CFName}: <custom field value>

Learning Centre's Custom Fields

Location: where the requestor is located
Unit Affiliation / Course Code: which unit/group the requestor belongs to, or the course number, i.e., FNH200_002
UserType: is the requestor a faculty member, sessional, staff or student (grad/undergrad)
Task: computer problems, printing, websites, Connect etc
Mobile Clinic: was the request at a mobile clinic
FollowUpNeeded: yes|no
ImmediateResolution: did the request have a quick and simple solution, yes|no

Example of Use

Email a Reply or comment on the RT ticket with the following in the body of the message.

Status: resolved
TimeWorked: 120
Owner: yourRTloginname
CF.{Location}: MCML
CF.{Unit Affiliation / Course Code}: Dean's office
CF.{UserType}: staff
CF.{Task}: Computer

This will resolve the ticket concerned and set the time worked to 120 minutes with the appropriate owner if not already set.

The custom fields are also set for location, unit affiliation and user type.