[rt-users] Newbie Question

Michael Graziano michael.graziano at premierheart.com
Wed Apr 14 13:56:54 EDT 2010

Hi Brian,

On Mar 24, 2010, at 5:46 PM, Brian Lawson wrote:
> Here’s my situation:
> Our company has a group of customer service reps and my boss would  
> rather have them share a login username and password as a group and  
> then have a mandatory custom field for their real name and their  
> email address.  That way they (as a group) can see all the tickets  
> for the group.

What you are describing is probably better implemented as a queue (or  
set of queues) with an email address. All CSRs should be in a group  
that has appropriate permissions on the queue so they can see/update/ 
steal eachother's tickets as needed.
This preserves accountability (actions are attributed to individual  
users) which your proposed scheme above would destroy.

> He wants RT to use the email address entered as the one used for any  
> correspondence, not the address for the username.

I'm not sure I follow.  Configured as I describe above messages sent  
from RT will come from the queue email address, and reply-to will  
point at the queue email address. (The typical format for the "from  
name" is "John Doe (via RT)", but you can change this easily).

You COULD hack around this & override the From/Reply-To addresses, but  
if you specify an address that rt-mailgate isn't watching then  
correspondence will bypass RT, which defeats the purpose of a  
ticketing system...

> Also, we would like to do field validation on the email to make sure  
> it is a valid email address for our mail server.
This is a moot point given the above -- just make sure your queue  
emails are (a) valid and (b) watched by rt-mailgate and everything  
should take care of itself. :)

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20100414/742c5a2d/attachment.htm>

More information about the rt-users mailing list