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Did anyone receive a response on this question? I'm particularly
interested in how to address this (these) scenario(s).<br><br>
-Matt<br><br>
At 7/12/2005 07:49 PM, Kogami, Bruce wrote:<br>
<blockquote type=cite class=cite cite=""><font face="arial" size=2>Hi,<br>
<br>
I have users who email help tickets to RT and these same users will also
use SelfService to view and submit new tickets.<br>
<br>
When a new user emails a ticket to RT, it automatically creates an
account for them.<br>
Username:
<a href="mailto:newuser@domain.com">newuser@domain.com</a><br>
Email Address:
<a href="mailto:newuser@domain.com">newuser@domain.com</a><br>
<br>
When they access SelfService and create a new ticket, they are assigned
another new username.<br>
Username: newuser<br>
Email Address: <blank><br>
<br>
The email address is blank because it was already used when RT created
their account when the user submitted a ticket through email.<br>
<br>
This seems to create two problems.
<ol>
<li>The email address is blank when using SelfService they will not get
any reply messages</font>
<li><font face="arial" size=2>They are not able to view open tickets sent
in by email since the username from email and SelfService is
different.</font>
</ol><font face="arial" size=2> <br>
Is there a way to setup SelfService so that when the user creates a new
ticket, the username is in the format:
<a href="mailto:newuser@domain.com">newuser@domain.com</a> instead of
just new user. My goal is to have SelfService use the same account as the
one that was generated when they sent in email to RT. If they’ve never
sent in a ticket using email, then SelfService would then create a new
account in the format:
<a href="mailto:newuser@domain.com">newuser@domain.com</a> and assign an
email address:
<a href="mailto:newuser@domain.com">newuser@domain.com</a>.<br>
<br>
Maybe I’m not using RT correctly and maybe someone could set me
straight.<br>
<br>
Thanks,<br>
Bruce</font></blockquote></body>
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