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

[Eirik Øverby]

Hi,

I believe you can create a rule that does this for you, which you then  
can apply to the messages in question.
However, I would be careful to disable the autoreply scrip in RT first  
- otherwise all those mails will generate an autoreply to the original  
requestor, even though their tickets have (hopefully) been closed long  
time ago ;)

Speaking from experience (and own stupidity) here...

/Eirik

On Jun 11, 2008, at 08:35, Aaron Herskowitz wrote:

> 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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