Email based trouble ticketing system

[Travis Roy]

> So, you want a ticketing system that knows that an e-mail that wasn't 
> sent through it, where the essential identifying information has been 
> changed, is part of a particular ticket? Maybe I missed something.


That should be possible based on the subject and header information.

>
> You need to point your support@ address to a pipe through the ticket 
> system and distribute the e-mails through [RT,whatever else] so it can 
> be tagged with a UID.

It also does that. But my boss is replying to the wrong one.

>
> If the boss is so paranoid, keep a copy of each message stashed in a 
> maildir before it hits RT and have an extra /etc/aliases ready to go 
> in case of disaster to distribute e-mails. But I know businesses that 
> live and breathe RT and I've done some performance optimization for 
> them, and the thing just doesn't go down.


Hah, you say those things like we have a linux mail server. Sadly, we 
use Ipswitch Imail (I know, I know)

I just put in ANOTHER request to have stuff go through the ticketing 
system only. Hopefull that will pan out.