[rt-users] Q: Multiple Requestors per Ticket?

Jesse jesse at fsck.com
Mon Nov 27 20:11:03 EST 2000

	you should be able to simply set up "Requestor" as a comma delimited
list of email addresses.

RT2 contains more explicit support for multiple Requestors, Ccs and
Administrative Ccs.

On Mon, Nov 27, 2000 at 05:02:07PM -0800, Paul Hirose wrote:
> In short...Is there a way to have multiple "Requestor" email-addresses
> for one ticket in RT-1.0.5?
> In a bit more detail...We have a web-based form which we have our various
> non-support-staff fill out, on behalf of our various customers.  The contents
> are sent via email to RT and assigned to a support-staff member.  The
> difficulty here is, we would like to have both the "non-support-staff" person
> *AND* the "actual customer" to be a "Requestor" and have *BOTH* folks
> get email which is generated as Correspondence occurs on this ticket.
> We don't want to make every non-support-staff member a member of the
> support queue.  Certainly, we don't want the customer to be a member of
> the support queue either.  We only want them to get the email as our
> support staff respond and handle the ticket.
> I've tried a variety of things...I've set our CGI Script (in Perl) which
> takes the form and turns it in to email to have our Reply-To: header
> contain *both* the email address of our non-support-staff and the
> customer.  I've tried entering one as Reply-To: and the other as a CC:.
> I've tried entering both as CC: and Reply-To: and so on.  
> Judging by its actions, it appears that RT collects from the various
> mail headers, the first address that it sees, using Reply-To: as its
> first preference, then From:, then Sender:.  I don't mind its priorities,
> I just want it to handle more than one entry in its database for Requestor.
> Has anyone made a change for this, or am I missing some configuration option?
> I'll be happy to hack out some code if that's what it takes (I'm guessing)
> if someone could point me in roughly the right direction :)
> I know this was possible using Req-1.2.7...most likely out of sheer
> coincidence, but possible nonetheless (we constructed the header as
>  "Reply-To: nonsupportstaff,customer" and it worked w/Req-1.2.7)
> Willing to experiment...please feel free to drop me a note and I'll be
> happy to summarize for general archival to the list (or just reply to
> the list, I just subscribed.)
> Thanks all...
> PH
> -- 
> _____________________________________________________________________
> Paul Hirose -- phirose at sac.verio.net		Voice: 916-856-1530
> Verio, the new world of business	 	Fax:   916-856-1540
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jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 
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A REAL sysadmin challenge is "resurrect five dead mailserver while so ripped
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than 10 seconds continuously."
					-Nathan Mehl

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