[rt-users] Requestor-mode interface and multiple-requestoraccess to tickets

Robie Basak robie at principle.co.uk
Fri Jul 19 10:40:56 EDT 2002

On Fri, 2002-07-19 at 15:31, Jorge Valdes wrote:
> If all the email is coming from the same domain, you could mangle the
> address so that its always the same user... this with the rt-mailgate
> script....

Sorry, my email should've gone to the list (it's quoted below). Maybe I
should just go back to mutt...

Thanks, I think that'll have to be the short-term fix at least.

Is it an idea to have RT do something better itself? Would anyone else
find this kind of feature useful?


> ----- Original Message -----
> From: "Robie Basak" <robie at principle.co.uk>
> To: "Jorge Valdes" <jvaldes at sv.intercomnet.net>
> Sent: Friday, July 19, 2002 8:19 AM
> Subject: Re: [rt-users] Requestor-mode interface and
> multiple-requestoraccess to tickets
> On Fri, 2002-07-19 at 15:05, Jorge Valdes wrote:
> > Hi Robie,
> >
> > I am new to RT and am still testing out my installation.  Regarding your
> > dilema, you could create a user for each company and give that user all
> the
> > necesary permissions.  That way they would be able to see all the tickets.
> > Regarding notifications, you could setup a list of e-mail addresses for
> the
> > replies.  You could sell this idea by telling the company that this way
> > *everyone* will be notified of a ticket submission and will be notified
> when
> > resolved.
> Thanks for your thoughts.
> The problem is that if someone from the company then emails a new ticket
> in, without the From: part of the email specifying this general company
> tracking email address, then a new requestor will be autogenerated and
> they won't be able to view the ticket in the requestor-mode interface,
> if you follow me.
> Or are you suggesting that I rewrite the email on its way in (I was
> thinking about doing this as a temporary solution)?
> Robie.

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