[rt-users] Creating Tickets from forwarded emails?

[Darin Perusich]

You could install the command-by-mail plugin then you can add
requestor: email at com to the message body, amongst other things, to set
the requestor appropriately.

--
Later,
Darin


On Sun, Oct 14, 2012 at 4:50 PM, Jonathan Mills <jonmills at renci.org> wrote:
> Dear RT Users:
>
> Imagine an example where an external user sends an email to an employee, rather than directly to RT.  The employee now wants to create a ticket on behalf of the requestor in the quickest, easiest way possible.
>
> We know that there is the 'Redirect' or 'Bounce' button available in some email clients.  However, it's often not an easy function to find.  It is also no longer a default function of Thunderbird, at all, in any recent version of that popular client.  Asking employees to modify Thunderbird with plugins, etc, to enable a 'Redirect' button would pose an insurmountable challenge to support staff.
>
> Secondly, we know it is possible to forward an email to RT, and add the original requestor's email address to the Reply-To header field of the forward.  While not tested, I have read that RT will understand this natively.  However, this is another educational challenge, asking support staff to always remember to custom modify this Reply-To field.
>
> In short, I need a solution that requires "no thought" on the part of support staff, since they already have plenty of other things to think about.
>
> Is it possible to modify the configuration of RT itself -- perhaps with some kind of plugin from CPAN -- to make RT smart enough to understand a forwarded email, and automatically locate the original sender's address and make that person the Requestor of the ticket?
>
> Any help would be much appreciated!
>
> Cheers,
>
> --
> Jonathan Mills
> Systems Administrator
> Renaissance Computing Institute
> UNC-Chapel Hill
>
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