[rt-users] Determine Requestor Email from Reply-to instead of From

[ktm at rice.edu]

On Thu, Oct 04, 2012 at 01:53:31PM -0700, Shane Archer wrote:
> Hi,
> 
> I am using RT to pick up website-generated support tickets as well as
> incoming emails from the outside world. We are using Amazon SES as a SMTP
> provider, and they restrict the "From" header to our own domain, so we are
> unable to masquerade the emails as the actual users, and must use the
> Reply-to header to store their actual email.
> 
> So for example, a generated email might look like:
> 
> To: support at company.com
> From: "User Name <website at company.com>"
> Reply-to: useremail at address.com
> 
> In the default configuration it seems that RT reads these tickets as each
> requestor being at "website at company.com".
> 
> Is there a way to make it take the Reply-to address as the requestor rather
> than the From address, if and only if it exists?
> 
> If there is no easy configuration option for this, where might I look in
> the code to modify this?
> 
> 
> Thanks,
> 
> Shane

Hi Shane,

You can use a scrip to process the Reply-to: header and update the
requestor information as needed. Take a look at the wiki for some
example codes.

Regards,
Ken