You could install the command-by-mail plugin then you can add requestor: email@com to the message body, amongst other things, to set the requestor appropriately.
-- Later, Darin On Sun, Oct 14, 2012 at 4:50 PM, Jonathan Mills <[email protected]> wrote: > Dear RT Users: > > Imagine an example where an external user sends an email to an employee, > rather than directly to RT. The employee now wants to create a ticket on > behalf of the requestor in the quickest, easiest way possible. > > We know that there is the 'Redirect' or 'Bounce' button available in some > email clients. However, it's often not an easy function to find. It is also > no longer a default function of Thunderbird, at all, in any recent version of > that popular client. Asking employees to modify Thunderbird with plugins, > etc, to enable a 'Redirect' button would pose an insurmountable challenge to > support staff. > > Secondly, we know it is possible to forward an email to RT, and add the > original requestor's email address to the Reply-To header field of the > forward. While not tested, I have read that RT will understand this > natively. However, this is another educational challenge, asking support > staff to always remember to custom modify this Reply-To field. > > In short, I need a solution that requires "no thought" on the part of support > staff, since they already have plenty of other things to think about. > > Is it possible to modify the configuration of RT itself -- perhaps with some > kind of plugin from CPAN -- to make RT smart enough to understand a forwarded > email, and automatically locate the original sender's address and make that > person the Requestor of the ticket? > > Any help would be much appreciated! > > Cheers, > > -- > Jonathan Mills > Systems Administrator > Renaissance Computing Institute > UNC-Chapel Hill > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
