[rt-users] Best Way to Get Customer Requests into RT with Appropriate Requestor

[Kenneth Marshall]

Aaron,

If your mail client has the ability to "bounce" a message to
the RT E-mail address, it will create the ticket as if the
customer had mailed the ticket to RT. That is certainly the
easiest process.

Cheers,
Ken

On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote:
> Basically I am transitioning from handling tickets via email (yuck) to RT
> (yeah!).  It is going to take my customers a while to start defaulting to
> RT. So for the next month I'd like to be able to enter tickets on their
> behalf.
> 
>  
> 
> I've searched through the Wiki, Google and mailing list archives but didn't
> find what I was looking for.  This may be more of a process issue than a
> technical one, so I was hoping you experienced RT users/admins could help.
> 
>  
> 
> What is the best (most efficient for me) way to:
> 
> 1.       Put an email from a customer into RT with them as the requestor?
> 
> 2.       Have the "AutogeneratedPassword" (I have this and Self Service
> working) scrip run so that the customer is assigned a password if they did
> not exist previously as an RT user?
> 
>  
> 
> I've tried:
> 
> a.       Entering a new ticket via the web interface, manually entering
> their email address and pasting the body of their message into the case
> notes, however for some reason my AutogeneratedPassword scrip doesn't run
> even though they are a new user. They are getting the standard On Create
> template sent to them.
> 
> b.      Forwarding the email to RT and then editing the ticket to change the
> requestor from myself to the customer, however 1) the AutogeneratedPassword
> scrip doesn't run when you do that, 2) no email is sent to the user to let
> them know they have a ticket, and 3) I wasn't able to find a
> "ChangeRequestor" scrip that I could run that would do this.
> 
>  
> 
> Maybe there are better ways I haven't considered?
> 
>  
> 
> Thanks for any help,
> 
> Aaron
> 
>  
> 

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