[rt-devel] Mailgate issues...

[Shawn Crosby]

I've been using RT2 for a few weeks now and wanted to test RT3 as it
looks like it may solve a couple of issues for me, but I can't quite
figure them.
 
First off, I want my support staff to be able to create tickets on an
end-users behalf by email.  
 
My horrible attempt at a solution to this was to hack this a bit in RT2
by getting my support to BCC the RT queue address where I added a
condition in Email.pm to check check if the message was recieved via To
or CC and then getting the requestor from the To field in this was not
the case..ie:
 
    if($head->get('To') !~ /support.woodstock/ && $head->get('Cc') !~
/support.woodstock/)
    {
        $From = $head->get('To');
    }
    else
    {
                $From = $head->get('Reply-To') ||
              $head->get('From') ||
                $head->get('Sender');
        }
    return (ParseAddressFromHeader($From));
 
....obviously, this is clunky so I was hoping that RT3 had what I
needed.  It appears that maybe the Custom Condition may help here, but
I'm at a loss on how to use it.  Can anyone shed any light?
 
Also, the only way I could get my rt-mailgate to work without barfing
was to copy the IsRTAddress() and CanonicalizeAddress() methods from my
RT2 config.pm into my RT_SiteConfig.pm file ..(which now works, but...).
 I must be missing something, because it apparently doesn't see the
methods in the EmailParser.pm and User_Overlay.pm.
 
TIA
 
Shawn Crosby
MIS - JWA
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