<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv=Content-Type content="text/html; charset=us-ascii">
<meta name=Generator content="Microsoft Word 12 (filtered medium)">
<style>
<!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p.MsoListParagraph, li.MsoListParagraph, div.MsoListParagraph
{mso-style-priority:34;
margin-top:0in;
margin-right:0in;
margin-bottom:0in;
margin-left:.5in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:"Calibri","sans-serif";
color:windowtext;}
.MsoChpDefault
{mso-style-type:export-only;}
@page Section1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.Section1
{page:Section1;}
/* List Definitions */
@list l0
{mso-list-id:980497710;
mso-list-type:hybrid;
mso-list-template-ids:-1949817836 67698703 67698713 67698715 67698703 67698713 67698715 67698703 67698713 67698715;}
@list l0:level1
{mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l1
{mso-list-id:1319186246;
mso-list-type:hybrid;
mso-list-template-ids:-1497081402 67698713 67698713 67698715 67698703 67698713 67698715 67698703 67698713 67698715;}
@list l1:level1
{mso-level-number-format:alpha-lower;
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
ol
{margin-bottom:0in;}
ul
{margin-bottom:0in;}
-->
</style>
<!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang=EN-US link=blue vlink=purple>
<div class=Section1>
<p class=MsoNormal>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.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>What is the best (most efficient for me) way to:<o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>1.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>Put an email from a customer into RT with them as the
requestor?<o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>2.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>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?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I’ve tried:<o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span
style='mso-list:Ignore'>a.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>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.<o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span
style='mso-list:Ignore'>b.<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>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.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Maybe there are better ways I haven’t considered?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Thanks for any help,<o:p></o:p></p>
<p class=MsoNormal>Aaron<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
</div>
</body>
</html>