[rt-users] Where to look for info on setting custom requestor

Bruce Timberlake rt at brtnet.org
Tue Oct 19 19:19:09 EDT 2004

I've checked the wiki and googled for terms I thought were appropriate, but 
I'm getting nowhere.

Short version: Is it possible to have an email address from the body of an 
initial ticket-creation email be used as the Requestor address, rather than 
the "From:" header??

Long version: I'm using RT 3.2.1 to keep track of customer issues. The company 
provides a web app to the customers, with a limited number of choices via 
dropdowns and a few text fields, to notify the company of  problems, 
questions, comments, etc. (basically a form to email setup).

The company had been tracking these via regular email, which did not work well 
at all. Thus the need for a ticket system, and thus the RT implementation.

Once a customer submits a problem, the web system sends an email to RT (on a 
physically separate server). The email is sent to the appropriate queue based 
on the problem category the customer selects (queue-comment at example.org, 
queue-outage at example.org, etc).

I have total control over the format/content of the email that is sent, so if 
that makes things any easier for a solution, it's an option. Right now the 
body of the ticket just shows as:

 Subject: testing
 To: queue-comments at rt.example.org
 Date: Wed, 13 Oct 2004 22:36:05 -0700
 From: httpd <httpd at www.example.org>

  Support request from: Mr Customer <user at random.com>
  Subject of request: testing
  Request regarding: Comments or Suggestions
  Connection type: Not Sure
  This is a test message.

We do not want to give the customers (the general public) any direct access to 
the RT system. All submissions from customers will be done via the company's 
existing web site/problem submission form. The only time customers will hear 
from RT will be ticket status emails.

The problem I'm having is figuring out how to get the requestor's email 
address to populate the Requestor field on the ticket. It currently is filled 
with "httpd at www.example.org" since the web server/web app is really sending 
the email to RT, and the customer's email address is in the body of the 

The (I think) relevant "eviscerating fish" section in the wiki is empty. If 
anyone can at least point me in the right direction, I'd be grateful. If 
anyone has an already completed solution, that would be even better.

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