Has anyone created some way of a privileged user being able to forward an email to a queue, which will automatically set the requestor to the person that sent the original email to the privileged user?
An example to help explain: John has an issue, he emails Jane directly. Jane looks at the email and realizes it is an incident that needs to be in a ticket for a given queue. She forwards John's email to RT. RT creates a ticket, with the requestor = John. Out-of-the-box, Jane has 2 options: 1. Jane forwards the email to RT, goes into the resulting ticket, and updates the requestor to John. 2. Jane copy/pastes the email into a new ticket through the web interface and puts in John as the requestor. Both options are very tedious. Any thoughts? -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: [email protected]
