[rt-users] Initiating tickets and entering tickets via forward

[Toby Darling]

Hi Jonathan 

> 1)  Sometimes the students send an email directly to their instructor,
> rather than sending the email to RT first.  We want those emails going
> through RT. 

If your instructors have access to a decent email client, they can bounce/redirect the message straight into RT. There's a great Thunderbird extension called Mail Redirect. It's built-in to old-school clients like mutt. We've just been forcibly moved to Outlook/Exchange and it's all gone pear shaped :-(

> 2)  Instructors sometimes need to initiate a ticket with a student, as
> if the student was the requester (so that replies will go into RT,
> rather than to the instructor's private email address). 

I've got a similar requirement. After a little thought - how about setting up a new queue that uses a queue specific Autoreply template that does nothing more than include the original message? Instructor goes:

  New Ticket in -> SpecialQueue
  fill in student as requestor
  set subject
  write message
  click send
  [RT sends the On Create Autoreply which is just the text that the instructor added]
  change queue to what it should be

Anyone see an issue with that?

Cheers
Toby


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