Re: [rt-users] Best setup for using RT with Gmail?

[Aaron McCormack]

I use a cron job that runs fetchmail.  Here's my fetchmail config file.  The 
credentials are for the mail server, not RT.

poll imap.gmail.com proto IMAP user "exam...@example.com" with pass 
"example1234" no idle ssl mda "/opt/rt4/bin/rt-mailgate --url 
https://requesttracker.example.com --queue General --action correspond"

To get fancier you could use the +queue part of the email and have Gmail put it 
in specific imap folders and then have the fetchmail configs go into different 
queues based on the imap folder by adding something like folder "queueName" to 
the above line.

For the no permission error, is it possible that the sending email address in 
the test is a disabled user in RT? I've had that happen before. Overall that 
sounds more like a permissions issue to the user or queue rather than an issue 
with fetchmail or rt-mailgate.

Aaron



> On Sep 5, 2016, at 12:47 PM, Alex Hall  wrote:
> 
> One more follow-up. Now that I have fetchmail working (my cron job question 
> still applies) what do I use for the username? I got "no permission to create 
> tickets in queue 'General'" when I tried to use email creation. Good, because 
> it's picking up emails correctly, but bad, because I'm not sure who lacks the 
> permission. I'm guessing either the user set in the fetchmailrc file, or my 
> email address? If the former, to what do I set the value? If the latter, how 
> do I allow users to create tickets via email automatically? Thanks.
> 
> On Mon, Sep 5, 2016 at 1:52 PM, Alex Hall  > wrote:
> Thanks for the answers. I'm happy, and a bit surprised, to say that I have my 
> test RT instance sending out emails on ticket creation/activity using 
> postfix. It's not a GUI like OSTicket is, but this took far less time to get 
> working. Indeed, the more I use RT, the happier I am that I switched to it.
> 
> Anyway, I have a fetchmail question. I have to make the configuration file 
> for fetchmail, which I've done successfully. Testing with that file, 
> fetchmail works. I got the file syntax/setup from here:
> https://help.ubuntu.com/community/GmailPostfixFetchmail 
> 
> 
> However, the RT fetchmailrc file the wiki says to use looks very, very 
> different:
> https://rt-wiki.bestpractical.com/wiki/Fetchmail 
> 
> 
> For one thing, there's no interval, so how does fetchmail know to poll every 
> few minutes? Do I call fetchmail /path/to/myfetchmailrc as a cron job?
> 
> Second, there seems to be a lot of repetition. For instance, is there any way 
> to store my RT URL and domain as variables, so I could just do
> username someAddress@$domain url $myURL
> and so on? This isn't a big deal, but the programmer in me cringes at the 
> re-use of what should be a static string. Thanks in advance. Oh, if there are 
> any reasons to use getmail instead, please let me know. I just found more 
> resources that use fetchmail, and fetchmail doesn't need to be compiled as 
> getmail seems to, so fetchmail won. I'm not at all opposed to switching if I 
> should, though.
> 
> On Sun, Sep 4, 2016 at 6:09 PM, Chris McClement  > wrote:
> You don't need to setup your own mail server, you can just use Gmail. There 
> are two components to it:
> 
> - sending mail via gmail from RT
> - fetching mail from gmail and inserting it into RT queues
> 
> For sending mail via gmail from RT, start here: 
> http://serverfault.com/questions/204216/how-to-make-request-tracker-use-an-external-smtp-mail-server
>  
> .
>  The answer to that thread links to how-tos.
> 
> For fetching mail and inserting it into RT queues, you first need to install 
> either fetchmail or getmail (I use getmail), configure it to collect mail 
> from the gmail inbox allocated to the queue, and then hand off mail it 
> collects to rt-mailgate. rt-mailgate's arguments direct mail to the relevant 
> queues.
> 
> On Mon, 5 Sep 2016 at 02:30 Alex Hall  > wrote:
> Hi list,
> I've never set up or run a mail server before, but I need to get email 
> working with RT. We use Gmail Apps at work, so everyone has an email address. 
> Right now, tick...@domain.com  is our ticket one, 
> and I'll use tickets+queuen...@domain.com 
>  for email ticket creation.
> 
> What I'm wondering is which is the best mail server to use on the Debian 8 
> server that hosts RT? FastMail seems popular, but will it be best suited to 
> Gmail, which requires encryption? Is there a better one? Any other notes on 
> doing this I should know? Thanks in advance. 
> 
> Sent from my iPhone
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> 

Re: [rt-users] Best way to email members of group on ticket creation?

[Matt Zagrabelny]

On Tue, Sep 6, 2016 at 2:42 PM, Alex Hall  wrote:
> Yet another question. :) As I mentioned before, I have a setup where the
> Graphics queue has two groups: graphics_staff and graphics_admins. I added
> the rights on each group from within the queue's 'group rights' section, so
> that should grant group members those rights in that queue.
>
> What I want to do now is have all queue members receive an email whenever a
> new ticket is created.

Sure.

 This way, members will get notified anytime their
> queue gets a new task added to it. I looked into doing this with a script,
> but didn't find a way of sending emails to groups. At least, not without
> using custom code, which I doubt I'm up to at this stage. I saw a lot about
> CCs and Admin CCs, and am wondering if that's the best way to go.

It is.

 If it is,
> how would I make members of a given group adopt those roles automatically?

Admin -> Queues -> Select -> Watchers

Enter the group name "graphics" to the group search. Click Go.

The results will be at the bottom of the page and you can assign
watcher roles to the groups. Then click Save Changes.

> For instance, say the best solution is to have graphics_staff be CCs, and
> graphics_admins be admin CCs. That way they all get the emails through the
> default scripts. How do I set things up so that members of those two groups
> are made the right CCs when added to the group?

That part happens behind the scene.

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Best way to email members of group on ticket creation?

[Alex Hall]

Yet another question. :) As I mentioned before, I have a setup where the
Graphics queue has two groups: graphics_staff and graphics_admins. I added
the rights on each group from within the queue's 'group rights' section, so
that should grant group members those rights in that queue.

What I want to do now is have all queue members receive an email whenever a
new ticket is created. This way, members will get notified anytime their
queue gets a new task added to it. I looked into doing this with a script,
but didn't find a way of sending emails to groups. At least, not without
using custom code, which I doubt I'm up to at this stage. I saw a lot about
CCs and Admin CCs, and am wondering if that's the best way to go. If it is,
how would I make members of a given group adopt those roles automatically?

For instance, say the best solution is to have graphics_staff be CCs, and
graphics_admins be admin CCs. That way they all get the emails through the
default scripts. How do I set things up so that members of those two groups
are made the right CCs when added to the group? I've enabled all the CC
options in the rights of both groups, but that seems to give users the
option, not assign them by default.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Assigning rights to groups for queues

[Alex Hall]

Alright. It sounds like what I want to happen is happening, it's just
displaying oddly for me. So long as I can keep adjusting rights and saving
without having to select the group every time, that's okay. Thanks.

On Tue, Sep 6, 2016 at 3:23 PM, Matt Zagrabelny  wrote:

> Hey Alex,
>
> On Tue, Sep 6, 2016 at 2:11 PM, Alex Hall  wrote:
> > That's okay, let me ask it this way. If I give a group rights in a
> queue, I
> > enter the group's name and select it from the list of matches.
>
> Correct.
>
>
>  When I do
> > that, the group appears as a tab, next to CC, Admin CC, Requestor, and
> all
> > the other tabs.
>
> Let's stop here and clarify things a bit. When you type a group and
> select it, one of two things happen:
>
> 1. RT knows if that group has been granted rights. If the group typed
> in and selected has granted rights, it displays the tab with that
> group. Note: there would have already been a tab with that group
> loaded in the page. Thus, RT uses JS to display that tab.
>
> or
>
> 2. RT knows that the group has not been granted any rights for this
> queue and it uses the "Add Group" "tab" to grant rights for the
> dynamically loaded group to the statically listed rights.
>
>
>  When I toggle the checkboxes and hit 'save', that last tab
> > that had the selected group's name on it is gone.
>
> Correct.
>
>  Is it somewhere else on
> > the screen that I'm missing, or do I have to re-select the group after
> every
> > time I save any changes I've made?
>
> It is somewhere else on the screen after clicking save and the page
> reloads. Its name is placed with the other custom groups that have
> rights granted for this queue. The "Add Group" tab is now freed up to
> allow additional dynamic groups to be granted rights.
>
> However, you do not need to (re)select it, the page load already has
> it selected as that was the group you were last granting rights to.
>
> -m
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Assigning rights to groups for queues

[Matt Zagrabelny]

Hey Alex,

On Tue, Sep 6, 2016 at 2:11 PM, Alex Hall  wrote:
> That's okay, let me ask it this way. If I give a group rights in a queue, I
> enter the group's name and select it from the list of matches.

Correct.


 When I do
> that, the group appears as a tab, next to CC, Admin CC, Requestor, and all
> the other tabs.

Let's stop here and clarify things a bit. When you type a group and
select it, one of two things happen:

1. RT knows if that group has been granted rights. If the group typed
in and selected has granted rights, it displays the tab with that
group. Note: there would have already been a tab with that group
loaded in the page. Thus, RT uses JS to display that tab.

or

2. RT knows that the group has not been granted any rights for this
queue and it uses the "Add Group" "tab" to grant rights for the
dynamically loaded group to the statically listed rights.


 When I toggle the checkboxes and hit 'save', that last tab
> that had the selected group's name on it is gone.

Correct.

 Is it somewhere else on
> the screen that I'm missing, or do I have to re-select the group after every
> time I save any changes I've made?

It is somewhere else on the screen after clicking save and the page
reloads. Its name is placed with the other custom groups that have
rights granted for this queue. The "Add Group" tab is now freed up to
allow additional dynamic groups to be granted rights.

However, you do not need to (re)select it, the page load already has
it selected as that was the group you were last granting rights to.

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Assigning rights to groups for queues

[Alex Hall]

That's okay, let me ask it this way. If I give a group rights in a queue, I
enter the group's name and select it from the list of matches. When I do
that, the group appears as a tab, next to CC, Admin CC, Requestor, and all
the other tabs. When I toggle the checkboxes and hit 'save', that last tab
that had the selected group's name on it is gone. Is it somewhere else on
the screen that I'm missing, or do I have to re-select the group after
every time I save any changes I've made?

On Tue, Sep 6, 2016 at 3:06 PM, Matt Zagrabelny  wrote:

> Hi Alex,
>
> On Tue, Sep 6, 2016 at 1:48 PM, Alex Hall  wrote:
> > Sorry to be difficult, but is there a way of knowing the selected group
> > aside from its bold status? Could you explain where, maybe in the tab
> order
> > or by what text I'd look for, the left pane is? I'm using a screen
> reader,
> > since I can't see the screen visually, so have to do everything with tab,
> > arrows, and knowing what text is near what to give myself landmarks.
>
> I've never used a screen reader, so I don't have good context for what you
> need.
>
> That said, I'm not sure there is going to be good landmarks.
>
> The page loads all the rights granted for the queue. It then uses JS
> to display the data in a more digestible manner.
>
> -m
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Assigning rights to groups for queues

[Matt Zagrabelny]

Hi Alex,

On Tue, Sep 6, 2016 at 1:48 PM, Alex Hall  wrote:
> Sorry to be difficult, but is there a way of knowing the selected group
> aside from its bold status? Could you explain where, maybe in the tab order
> or by what text I'd look for, the left pane is? I'm using a screen reader,
> since I can't see the screen visually, so have to do everything with tab,
> arrows, and knowing what text is near what to give myself landmarks.

I've never used a screen reader, so I don't have good context for what you need.

That said, I'm not sure there is going to be good landmarks.

The page loads all the rights granted for the queue. It then uses JS
to display the data in a more digestible manner.

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Assigning rights to groups for queues

[Alex Hall]

Sorry to be difficult, but is there a way of knowing the selected group
aside from its bold status? Could you explain where, maybe in the tab order
or by what text I'd look for, the left pane is? I'm using a screen reader,
since I can't see the screen visually, so have to do everything with tab,
arrows, and knowing what text is near what to give myself landmarks.

On Tue, Sep 6, 2016 at 2:41 PM, Matt Zagrabelny  wrote:

> On Tue, Sep 6, 2016 at 1:28 PM, Alex Hall  wrote:
> > Hi all,
> > Sorry for all the questions. Now that the hard part is out of the way,
> I'm
> > configuring our test RT instance and keep running into little things I
> don't
> > get. I'm on RT 4.2.8, so some of the below could be bugs that have been
> > fixed in newer versions.
> >
> > I have a Graphics queue, and two groups--graphics_staff and
> > graphics_admins--as some on this list have suggested. I go to the
> Graphics
> > queue, select group rights, type graphics_admins into the group field,
> and
> > choose that group. Now I'm editing what rights members of the
> > graphics_admins group have within the graphics queue, right?
>
> Correct.
>
> >
> > I check the first box in the list and hit the 'save' button. Now, the
> first
> > point of confusion: the box remains checked, but the group I'd selected
> is
> > no longer displayed.
>
> See attached image. I typed pnteam into the "add group" box and then
> checked the "allow sanctioning of devices" checkbox, then save.
>
> This is the resulting screen shot.
>
> Don't mind the grey background hinting - that is a patch from 4.4
> carried back to this 4.2.11 instance.
>
>  What happened: did the group get assigned that right,
> > or did everyone?
>
> See what group is bolded on the left pane. That is the group that the
> current checkboxes on the right are displaying.
>
> -m
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Assigning rights to groups for queues

[Matt Zagrabelny]

On Tue, Sep 6, 2016 at 1:28 PM, Alex Hall  wrote:
> Hi all,
> Sorry for all the questions. Now that the hard part is out of the way, I'm
> configuring our test RT instance and keep running into little things I don't
> get. I'm on RT 4.2.8, so some of the below could be bugs that have been
> fixed in newer versions.
>
> I have a Graphics queue, and two groups--graphics_staff and
> graphics_admins--as some on this list have suggested. I go to the Graphics
> queue, select group rights, type graphics_admins into the group field, and
> choose that group. Now I'm editing what rights members of the
> graphics_admins group have within the graphics queue, right?

Correct.

>
> I check the first box in the list and hit the 'save' button. Now, the first
> point of confusion: the box remains checked, but the group I'd selected is
> no longer displayed.

See attached image. I typed pnteam into the "add group" box and then
checked the "allow sanctioning of devices" checkbox, then save.

This is the resulting screen shot.

Don't mind the grey background hinting - that is a patch from 4.4
carried back to this 4.2.11 instance.

 What happened: did the group get assigned that right,
> or did everyone?

See what group is bolded on the left pane. That is the group that the
current checkboxes on the right are displaying.

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Assigning rights to groups for queues

[Alex Hall]

Hi all,
Sorry for all the questions. Now that the hard part is out of the way, I'm
configuring our test RT instance and keep running into little things I
don't get. I'm on RT 4.2.8, so some of the below could be bugs that have
been fixed in newer versions.

I have a Graphics queue, and two groups--graphics_staff and
graphics_admins--as some on this list have suggested. I go to the Graphics
queue, select group rights, type graphics_admins into the group field, and
choose that group. Now I'm editing what rights members of the
graphics_admins group have within the graphics queue, right?

I check the first box in the list and hit the 'save' button. Now, the first
point of confusion: the box remains checked, but the group I'd selected is
no longer displayed. What happened: did the group get assigned that right,
or did everyone? With no group it looks like the checked box applies to
everyone, but that doesn't make sense as I was just editing the rights of a
single group.

Before that test, I'd selected a group and granted all the standard rights,
then hit 'save'. Without thinking, I selected the 'staff' tab and granted
most rights there as well, then saved again. It was only after that second
save that I realized I hadn't selected the group again. Did I grant the
second batch of rights to everyone, or did my group selection persist even
though it wasn't shown? I couldn't tell, because of my third question:
whether I selected the group or not, no checkboxes were checked. Do these
boxes not reflect the current state of their respective rights after you
save? How do I view what group has which rights? How do I de-select a group
and go back to 'everyone', if group selection disappears but silently
persists?

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Adding updated ticket details to emails?

[Kenneth Marshall]

On Tue, Sep 06, 2016 at 11:49:51AM -0400, Alex Hall wrote:
> Hi again all,
> Another question related to emails came up as we tested RT just now. My
> coworker emailed in his ticket, and it got created. I went into the
> website, set myself as the owner, 'rejected' the ticket, and wrote a text
> reply. I expected him to get an email telling him my reply and all the
> updates to his ticket; instead, he got an email with only my reply.
> 
> In general, for our use case, it would be best for emails to include any
> changes to the status of the ticket in question along with any text written
> by anyone working on the ticket. For instance, Joe might send a reply
> saying "I took care of this", but he didn't close the ticket. John gets
> that email, since he's on the ticket too, and he sees that the status is
> still 'open' or 'new', so he knows to go in and close it. Or John takes
> ownership of the ticket, but doesn't write anything. This should still
> generate a message to Joe showing that John is now the owner. That kind of
> thing.
> 
> Is there a setting to enable such information/notifications, or will I have
> to modify the templates and scripts?
> 
> -- 
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com

Hi Alex,

You need to update your template to send the information you would like
to see. Here is a sample template that should work with a bit of customization:

Name: Transaction
Description: Default transaction template
Content:
RT-Attach-Message: yes

[{$rtname} #{$Ticket->id()}] was modified by 
  "{$Transaction->CreatorObj->RealName}" 
<{$Transaction->CreatorObj->EmailAddress}> on {$Transaction->CreatedAsString}:

 Transaction: {$Transaction->Type}: {$Transaction->Description}
   New Value: {$Transaction->NewValue}  Old Value: {$Transaction->OldValue}
   Queue: {$Ticket->QueueObj->Name}
 Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject 
given)"}
   Owner: {$Ticket->OwnerObj->Name}
Requestor(s): {$Ticket->RequestorAddresses}
  Status: {$Ticket->Status}
 Created: {$Ticket->CreatedObj->AsString} 
({$Ticket->CreatedObj->AgeAsString})
 Due: {$Ticket->DueObj->AsString} ({$Ticket->DueObj->AgeAsString})
  Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{
if ( !($Transaction->Content() eq 'This transaction appears to have no 
content') ) 
  {
$OUT .= "-=-=-=-=-=-
".$Transaction->Content().""
  }
}

This is for 3.8.x but the principles are the same.

Regards,
Ken
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Adding updated ticket details to emails?

[Alex Hall]

Hi again all,
Another question related to emails came up as we tested RT just now. My
coworker emailed in his ticket, and it got created. I went into the
website, set myself as the owner, 'rejected' the ticket, and wrote a text
reply. I expected him to get an email telling him my reply and all the
updates to his ticket; instead, he got an email with only my reply.

In general, for our use case, it would be best for emails to include any
changes to the status of the ticket in question along with any text written
by anyone working on the ticket. For instance, Joe might send a reply
saying "I took care of this", but he didn't close the ticket. John gets
that email, since he's on the ticket too, and he sees that the status is
still 'open' or 'new', so he knows to go in and close it. Or John takes
ownership of the ticket, but doesn't write anything. This should still
generate a message to Joe showing that John is now the owner. That kind of
thing.

Is there a setting to enable such information/notifications, or will I have
to modify the templates and scripts?

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] How do users/new tickets via email work?

[Matt Zagrabelny]

Hi Alex,

Comments inline.

On Tue, Sep 6, 2016 at 10:16 AM, Alex Hall  wrote:
> Hi all,
> RT is working well, sending and receiving email, which is wonderful
> news--thanks again for all the help. What I'm wondering is how emailed
> tickets work in terms of users.
>
> If I email in a ticket from the address I have registered with my RT
> account, that works fine. I just had a coworker do the same, and it again
> worked. This coworker, though, has no account at all on RT. What is he now?

Email that comes into RT that has no previously created user
associated with the email address is from the special group Everyone.
Once they

> A user?

Sort of. They exist in the users table, but do not have a username -
the field in the table is called, "name".

 A ticket holder, but with no permanence in RT aside from that email
> address?

They would be the requestor of the ticket. There really isn't a
"ticket holder" - just the different roles that are associated with
tickets. Requestors, Ccs, AdminCcs, Owner, etc.

 He's not in the list of users, so he must not "officially" exist,
> but where is he?

There are different config settings to control what users get
displayed with autocomplete.

 If I were to go in right now and add him, with that same
> email address, as a user, would his ticket show as being on behalf of him,
> the new user?

I don't see evidence in the DB schema, but I believe the email address
is unique per user.

> The way our company works, my boss won't want any old user submitting
> tickets. He wants this to be internal for the most part, so I imagine he'll
> want me to make it so only registered users can send emails that open
> tickets. Is there a way to do this?

Grant rights. There are a few different ways to attack this.

Don't grant create ticket (or reply to ticket, or etc.) to Everybody.
This will close the loop of unknown users being able to send email to
the system and have tickets created and those email addresses show up
in the users table.

Create users in your system that you want to be able to "do stuff".
These would be the employees of the company. Then grant rights to
those users. You could make those users privileged and then use the
special group Privileged to make life easier.

Or leave the users as unprivileged and grant rights to the
Unprivileged group. Priv vs Unpriv will dictate what interface (Full
UI vs SelfService UI) the users will see via the web interface.
Depending on what level of interaction you want the general audience
to have will drive whether you make them priv or unpriv.


 That is, a way to only accept emails
> where the sender's address is already attached to an active user?

Explained above.

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] How do users/new tickets via email work?

[Alex Hall]

Hi all,
RT is working well, sending and receiving email, which is wonderful
news--thanks again for all the help. What I'm wondering is how emailed
tickets work in terms of users.

If I email in a ticket from the address I have registered with my RT
account, that works fine. I just had a coworker do the same, and it again
worked. This coworker, though, has no account at all on RT. What is he now?
A user? A ticket holder, but with no permanence in RT aside from that email
address? He's not in the list of users, so he must not "officially" exist,
but where is he? If I were to go in right now and add him, with that same
email address, as a user, would his ticket show as being on behalf of him,
the new user? Or would it instead still be on behalf of the email address,
separate from the new account?

The way our company works, my boss won't want any old user submitting
tickets. He wants this to be internal for the most part, so I imagine he'll
want me to make it so only registered users can send emails that open
tickets. Is there a way to do this? That is, a way to only accept emails
where the sender's address is already attached to an active user?

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] bounce messages

[David Schmidt]

Hello list,

I took over maintenance of a RT 4.4.0 installation and we are having 
issues with a plugin 
(https://github.com/MarkHofstetter/RT-Extension-BounceEmail) that is 
supposed to bounce messages.


Issues:

1) the bounced email has the mail address of the RT installation as 
sender instead of the ticket requestor.


2) it works with plain text mails but not with text/html mails.

any help is appreciated

regards
david
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017