<html><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div>Hi,</div><div><br></div><div>I believe you can create a rule that does this for you, which you then can apply to the messages in question.</div><div>However, I would be careful to disable the autoreply scrip in RT first - otherwise all those mails will generate an autoreply to the original requestor, even though their tickets have (hopefully) been closed long time ago ;)</div><div><br></div><div>Speaking from experience (and own stupidity) here...</div><div><br></div><div>/Eirik</div><br><div><div>On Jun 11, 2008, at 08:35, Aaron Herskowitz wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite"><div>Ken,<br><br>Thanks a lot for this response as this is exactly what I was looking for.<br><br>It took a while to find in Outlook 2007: You have to open the message in a<br>new window by double-clicking on it (it isn't available from the standard<br>view or toolbar), then under "Other Actions" choose "Resend this Message".<br><br>Aa<br><br>Aaron Herskowitz, Digital Dwelling<br>Home and Business Technology Solutions<br><a href="http://www.digitaldwelling.com">www.digitaldwelling.com</a><br>510-652-2569<br><br><br><blockquote type="cite">-----Original Message-----<br></blockquote><blockquote type="cite">From: Kenneth Marshall [<a href="mailto:ktm@rice.edu">mailto:ktm@rice.edu</a>]<br></blockquote><blockquote type="cite">Sent: Friday, June 06, 2008 8:31 AM<br></blockquote><blockquote type="cite">To: Aaron Herskowitz<br></blockquote><blockquote type="cite">Cc: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br></blockquote><blockquote type="cite">Subject: Re: [rt-users] Best Way to Get Customer Requests into RT with<br></blockquote><blockquote type="cite">Appropriate Requestor<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Aaron,<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">If your mail client has the ability to "bounce" a message to<br></blockquote><blockquote type="cite">the RT E-mail address, it will create the ticket as if the<br></blockquote><blockquote type="cite">customer had mailed the ticket to RT. That is certainly the<br></blockquote><blockquote type="cite">easiest process.<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Cheers,<br></blockquote><blockquote type="cite">Ken<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote:<br></blockquote><blockquote type="cite"><blockquote type="cite">Basically I am transitioning from handling tickets via email (yuck)<br></blockquote></blockquote><blockquote type="cite">to RT<br></blockquote><blockquote type="cite"><blockquote type="cite">(yeah!). It is going to take my customers a while to start<br></blockquote></blockquote><blockquote type="cite">defaulting to<br></blockquote><blockquote type="cite"><blockquote type="cite">RT. So for the next month I'd like to be able to enter tickets on<br></blockquote></blockquote><blockquote type="cite">their<br></blockquote><blockquote type="cite"><blockquote type="cite">behalf.<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">I've searched through the Wiki, Google and mailing list archives but<br></blockquote></blockquote><blockquote type="cite">didn't<br></blockquote><blockquote type="cite"><blockquote type="cite">find what I was looking for. This may be more of a process issue<br></blockquote></blockquote><blockquote type="cite">than a<br></blockquote><blockquote type="cite"><blockquote type="cite">technical one, so I was hoping you experienced RT users/admins could<br></blockquote></blockquote><blockquote type="cite">help.<br></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">What is the best (most efficient for me) way to:<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">1. Put an email from a customer into RT with them as the<br></blockquote></blockquote><blockquote type="cite">requestor?<br></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">2. Have the "AutogeneratedPassword" (I have this and Self<br></blockquote></blockquote><blockquote type="cite">Service<br></blockquote><blockquote type="cite"><blockquote type="cite">working) scrip run so that the customer is assigned a password if<br></blockquote></blockquote><blockquote type="cite">they did<br></blockquote><blockquote type="cite"><blockquote type="cite">not exist previously as an RT user?<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">I've tried:<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">a. Entering a new ticket via the web interface, manually<br></blockquote></blockquote><blockquote type="cite">entering<br></blockquote><blockquote type="cite"><blockquote type="cite">their email address and pasting the body of their message into the<br></blockquote></blockquote><blockquote type="cite">case<br></blockquote><blockquote type="cite"><blockquote type="cite">notes, however for some reason my AutogeneratedPassword scrip doesn't<br></blockquote></blockquote><blockquote type="cite">run<br></blockquote><blockquote type="cite"><blockquote type="cite">even though they are a new user. They are getting the standard On<br></blockquote></blockquote><blockquote type="cite">Create<br></blockquote><blockquote type="cite"><blockquote type="cite">template sent to them.<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">b. Forwarding the email to RT and then editing the ticket to<br></blockquote></blockquote><blockquote type="cite">change the<br></blockquote><blockquote type="cite"><blockquote type="cite">requestor from myself to the customer, however 1) the<br></blockquote></blockquote><blockquote type="cite">AutogeneratedPassword<br></blockquote><blockquote type="cite"><blockquote type="cite">scrip doesn't run when you do that, 2) no email is sent to the user<br></blockquote></blockquote><blockquote type="cite">to let<br></blockquote><blockquote type="cite"><blockquote type="cite">them know they have a ticket, and 3) I wasn't able to find a<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">"ChangeRequestor" scrip that I could run that would do this.<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">Maybe there are better ways I haven't considered?<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">Thanks for any help,<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">Aaron<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite"><blockquote type="cite">_______________________________________________<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">Community help: <a href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">Commercial support: <a href="mailto:sales@bestpractical.com">sales@bestpractical.com</a><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite"><br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<br></blockquote></blockquote><blockquote type="cite"><blockquote type="cite">Buy a copy at <a href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a><br></blockquote></blockquote><br>_______________________________________________<br><a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br><br>Community help: http://wiki.bestpractical.com<br>Commercial support: sales@bestpractical.com<br><br><br>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. <br>Buy a copy at http://rtbook.bestpractical.com<br><br></div></blockquote></div><br></body></html>