Hi Jonathan > 1) Sometimes the students send an email directly to their instructor, > rather than sending the email to RT first. We want those emails going > through RT.
If your instructors have access to a decent email client, they can bounce/redirect the message straight into RT. There's a great Thunderbird extension called Mail Redirect. It's built-in to old-school clients like mutt. We've just been forcibly moved to Outlook/Exchange and it's all gone pear shaped :-( > 2) Instructors sometimes need to initiate a ticket with a student, as > if the student was the requester (so that replies will go into RT, > rather than to the instructor's private email address). I've got a similar requirement. After a little thought - how about setting up a new queue that uses a queue specific Autoreply template that does nothing more than include the original message? Instructor goes: New Ticket in -> SpecialQueue fill in student as requestor set subject write message click send [RT sends the On Create Autoreply which is just the text that the instructor added] change queue to what it should be Anyone see an issue with that? Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [email protected] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. _______________________________________________ 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
