Yes, I've read of that solution also. However, it is not the solution I want, as it represents no improvement over either of the other solutions mentioned. It is still something that support staff must remember to do each time -- it will fail due to human error. I want support staff to have to do nothing more than hit 'Forward' and have it simply work.
On Oct 14, 2012, at 6:15 PM, Darin Perusich <[email protected]> wrote: > 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
