On Thu, Aug 22, 2013 at 10:45:51AM +0100, Andy Batey wrote: > We don't have permissions enabled for the Everyone group to be able > to reply to tickets so the email from the third party is bounced > back with the appropriate error telling them they don't have > permission to add to the ticket. > Rather than this we would like RT to create a new ticket which we > can then link/merge with the existing ticket. > > A search has not revealed whether this is possible and, if so, how > to make this the default behaviour.
Does 'Everyone' have CreateTicket? If so, you might be able to write some code based on this extension to do what you want: https://metacpan.org/source/FALCONE/RT-Extension-RepliesToResolved-0.02/README https://github.com/bestpractical/rt-extension-repliestoresolved This does require a recent RT4 release to provide the hooks you would use. -kevin
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