Re: [rt-users] privledged user forwarding someone else's email to create ticket
On Thu, Jul 25, 2013 at 05:47:06PM +, Jeremy Mates wrote: > * Mike Johnson > > 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. > > 3. The "bounce-message" feature[1] of a mail user agent is used to >remail the message as if from the sender to the RT mail address. >Might run afoul SPF or other anti-spam measures, depending on the >configuration of the mail servers that the then bounced message must >traverse, though. > > [1] Might be called "redirect" or somesuch, depending on the client. Bounce is the best (and what I use). Another option is setting Reply-To: the original user. -kevin pgphQyVPmyU0s.pgp Description: PGP signature
Re: [rt-users] privledged user forwarding someone else's email to create ticket
* Mike Johnson > 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. 3. The "bounce-message" feature[1] of a mail user agent is used to remail the message as if from the sender to the RT mail address. Might run afoul SPF or other anti-spam measures, depending on the configuration of the mail servers that the then bounced message must traverse, though. [1] Might be called "redirect" or somesuch, depending on the client.
[rt-users] privledged user forwarding someone else's email to create ticket
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: mike.john...@nosm.ca
