[charl at infosat.net: [rt-users] Mangling support addresses]

[Jesse Vincent]

In what ways does RT 2.0's default behaviour not meet your needs?


On Mon, Dec 31, 2001 at 04:03:31PM +0200, Charl Matthee wrote:
> Hi all,
> 
> My last post went unanswered. If I am asking a common question please feel
> free to point out the error of my ways.
> 
> 
> Ciao
> 
> Charl
> __________________________________________________________________________
> 
>        I don't suffer from insanity, I enjoy every minute of it.
> __________________________________________________________________________
> 
>       [ Charl Matthee ]                             [ +27-11-721-3800 ]
>       [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]
> __________________________________________________________________________

> Envelope-to: charl at charl.mailgate.net
> Date: Thu, 27 Dec 2001 16:10:07 +0200
> From: Charl Matthee <charl at infosat.net>
> To: RT Users <rt-users at lists.fsck.com>
> User-Agent: Mutt/1.3.24i
> Subject: [rt-users] Mangling support addresses
> List-Id: For users of RT: Request Tracker <rt-users.lists.fsck.com>
> 
> Hi,
> 
> Is it possible (in RT2) to set up the following scenario:
> 
> - User sends a support request via email to support at domain,
> - A new ticket is created and the user is sent a template reply.
> - A support user picks the ticket up and corresponds with the user via RT.
> - The reply address of the correspondence always stays support at domain
> 	(never divulging the actual RT user corresponding to the request).
> 
> The last step is the only one I am uncertain RT2 supports as-is (or with
> some changes). We run RT1.x and needed to write an address mangling script
> that plugs into our MTA to be able to mangle the addresses correctly.
> 
> We essentially have several support queues that are bound to different
> domains. Company policy dictates that correspondence with an outside party
> must take place via the support at domain role account.
> 
> Can one do this easier in RT2 natively?
> 
> 
> Ciao
> 
> Charl
> __________________________________________________________________________
> 
>        I don't suffer from insanity, I enjoy every minute of it.
> __________________________________________________________________________
> 
>       [ Charl Matthee ]                             [ +27-11-721-3800 ]
>       [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]
> __________________________________________________________________________
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users


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