[rt-users] Best Way to Get Customer Requests into RT with Appropriate Requestor

[Aaron Herskowitz]

Basically I am transitioning from handling tickets via email (yuck) to RT
(yeah!).  It is going to take my customers a while to start defaulting to
RT. So for the next month I'd like to be able to enter tickets on their
behalf.

 

I've searched through the Wiki, Google and mailing list archives but didn't
find what I was looking for.  This may be more of a process issue than a
technical one, so I was hoping you experienced RT users/admins could help.

 

What is the best (most efficient for me) way to:

1.       Put an email from a customer into RT with them as the requestor?

2.       Have the "AutogeneratedPassword" (I have this and Self Service
working) scrip run so that the customer is assigned a password if they did
not exist previously as an RT user?

 

I've tried:

a.       Entering a new ticket via the web interface, manually entering
their email address and pasting the body of their message into the case
notes, however for some reason my AutogeneratedPassword scrip doesn't run
even though they are a new user. They are getting the standard On Create
template sent to them.

b.      Forwarding the email to RT and then editing the ticket to change the
requestor from myself to the customer, however 1) the AutogeneratedPassword
scrip doesn't run when you do that, 2) no email is sent to the user to let
them know they have a ticket, and 3) I wasn't able to find a
"ChangeRequestor" scrip that I could run that would do this.

 

Maybe there are better ways I haven't considered?

 

Thanks for any help,

Aaron

 

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