[rt-users] How Do You Change the Requestor?

[Phil Homewood]

verneb at sti.net wrote:
> I use RT2.0 to manage the email sent to abuse at sti.net.  When the email is
> sent directly from the original requestor to the abuse address the process
> works fine.  However, a good amount of the time the abuse complaint is sent
> to other company addresses (ipadmin, webmaster, support etc) then gets
> forwarded to abuse at sti.net.  I would like to glean the actual complainants
> email address from the forward and make it the Requestor, not
> ipadmin at sti.net or webmaster at sti.net or whoever forwarded it to
> abuse at sti.net.  I don't see any way to do this without some programming.  Am
> I missing something?

(Train your users to) "bounce" the message instead of "forwarding"
it (this does assume a half-reasonable MUA, however....)
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances