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

[Aaron Herskowitz]

Ken,

Thanks a lot for this response as this is exactly what I was looking for.

It took a while to find in Outlook 2007: You have to open the message in a
new window by double-clicking on it (it isn't available from the standard
view or toolbar), then under "Other Actions" choose "Resend this Message".

Aa

Aaron Herskowitz, Digital Dwelling
Home and Business Technology Solutions
www.digitaldwelling.com
510-652-2569


> -----Original Message-----
> From: Kenneth Marshall [mailto:ktm at rice.edu]
> Sent: Friday, June 06, 2008 8:31 AM
> To: Aaron Herskowitz
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Best Way to Get Customer Requests into RT with
> Appropriate Requestor
> 
> Aaron,
> 
> If your mail client has the ability to "bounce" a message to
> the RT E-mail address, it will create the ticket as if the
> customer had mailed the ticket to RT. That is certainly the
> easiest process.
> 
> Cheers,
> Ken
> 
> On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote:
> > 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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