<html><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Hi Brian, <div><br><div><div>On Mar 24, 2010, at 5:46 PM, Brian Lawson wrote:</div><blockquote type="cite"><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: medium; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div lang="EN-US" link="blue" vlink="purple"><div class="Section1"><div style="margin-top: 0in; margin-right: 0in; margin-bottom: 0.0001pt; margin-left: 0in; font-size: 12pt; font-family: 'Times New Roman'; "><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial; "><o:p> </o:p></span></font></div><div style="margin-top: 0in; margin-right: 0in; margin-bottom: 0.0001pt; margin-left: 0in; font-size: 12pt; font-family: 'Times New Roman'; "><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial; ">Here’s my situation:<o:p></o:p></span></font></div><div style="margin-top: 0in; margin-right: 0in; margin-bottom: 0.0001pt; margin-left: 0in; font-size: 12pt; font-family: 'Times New Roman'; "><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial; ">Our company has a group of customer service reps and my boss would rather have them share a login username and password as a group and then have a mandatory custom field for their real name and their email address. That way they (as a group) can see all the tickets for the group.</span></font></div></div></div></span></blockquote><div><br></div><div>What you are describing is probably better implemented as a queue (or set of queues) with an email address. All CSRs should be in a group that has appropriate permissions on the queue so they can see/update/steal eachother's tickets as needed.</div><div>This preserves accountability (actions are attributed to individual users) which your proposed scheme above would destroy.</div><div><br></div><div><br></div><blockquote type="cite"><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: medium; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div lang="EN-US" link="blue" vlink="purple"><div class="Section1"><div style="margin-top: 0in; margin-right: 0in; margin-bottom: 0.0001pt; margin-left: 0in; font-size: 12pt; font-family: 'Times New Roman'; "><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial; ">He wants RT to use the email address entered as the one used for any correspondence, not the address for the username.</span></font></div></div></div></span></blockquote><div><br></div><div>I'm not sure I follow. Configured as I describe above messages sent from RT will come from the queue email address, and reply-to will point at the queue email address. (The typical format for the "from name" is "John Doe (via RT)", but you can change this easily).</div><div> </div><div>You COULD hack around this & override the From/Reply-To addresses, but if you specify an address that rt-mailgate isn't watching then correspondence will bypass RT, which defeats the purpose of a ticketing system...</div><div><br></div><br><blockquote type="cite"><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: medium; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div lang="EN-US" link="blue" vlink="purple"><div class="Section1"><div style="margin-top: 0in; margin-right: 0in; margin-bottom: 0.0001pt; margin-left: 0in; font-size: 12pt; font-family: 'Times New Roman'; "><font size="2" face="Arial"><span style="font-size: 10pt; font-family: Arial; ">Also, we would like to do field validation on the email to make sure it is a valid email address for our mail server.</span></font></div></div></div></span></blockquote>This is a moot point given the above -- just make sure your queue emails are (a) valid and (b) watched by rt-mailgate and everything should take care of itself. :)<br><div><br></div><div><br></div></div>-MG</div></body></html>