[rt-users] ticket email reply question

[Ruslan Zakirov]

quick solution: grant right ReplyToTicket to the Unprivileged or
Everyone groups. See "public support" working schema on the
http://wiki.bestpractical.com/?Rights page.

hard solution: write extension for RT that allows user to work from
more then one email. send this back to the community :)

On 3/23/06, Bill Gurley <gurley at ion.chem.utk.edu> wrote:
> I have a new RT system, and I am new to RT.  It's working great, but I'm
> still learning.  ;-)  I have a newbie question about email replies to
> tickets.
>
> I just set up sendmail aliases for correspondence and comments for all
> of my queues.  In testing this, I discovered that in order to
> successfully reply to a ticket, I have to make sure that the From
> address in my message matches my identity in the RT instance.
> Otherwise, the message bounces, saying that a valid user could not be found.
>
> Is there a way to have RT accept the email anyway, since there is a
> valid queue name and ticket number?  Most of us have multiple email
> address forms, and there is no way I am going to be able to get all of
> my users to use the correct From address.
>
> Thanks,
>
>
> -Bill-
>
> ---------------------------------
>   Bill Gurley, Technical Director
>   Department of Chemistry
>   Univ. of Tennessee, Knoxville
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--
Best regards, Ruslan.