[rt-users] Some Implementation Questions

AJ Ferrigno aj.ferrigno at gmail.com
Thu Jun 17 14:51:17 EDT 2010


I suppose I could advocate sending an e-mail in to create a ticket
with screenshots, but then we'd have to set up a mail address for each
queue (as I understand how it works) when currently we would only have
a mailbox for a certain limited number of queues. Not a big deal I
guess. Also, we are trying to capture some custom fields upon ticket
creation, a couple of which should be required, and I'm not sure it's
possible to do that via e-mail? (or if it were via some structured
text, I'm not sure it's possible to expect those same users to adhere
to those rules every time). Although I guess I could make it the queue
manager's (or eventual owner's) job to "fill in" those custom fields
based on the e-mail's text.

Thanks for the help.

On Thu, Jun 17, 2010 at 11:59 AM, Jerrad Pierce
<jpierce at cambridgeenergyalliance.org> wrote:
>>>> 2.) Is there any way to include screenshots (or other images) in the
>>>> ticket body? I see there is a multitude of options for rich text
>>>> display, including a "paste from Word" but I don't see anything about
>>>Just upload the image as an attachment.
>> I know we can upload attachments, this would be fine for me
>> personally, but the bigwigs just want to copy and paste directly into
>> the body like they can with e-mail. Pasting into a file (which,
> If they want "like email," then why don't they just send an email?
> If the bigwigs are not so technically adept, why expose them to
> the intricacies of the web interface?

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