[rt-users] Creating Tickets from forwarded emails?

[Jonathan Mills]

Yes, I've read of that solution also.  However, it is not the solution I want, as it represents no improvement over either of the other solutions mentioned.  It is still something that support staff must remember to do each time -- it will fail due to human error.  I want support staff to have to do nothing more than hit 'Forward' and have it simply work.



On Oct 14, 2012, at 6:15 PM, Darin Perusich <darin at darins.net> wrote:

> 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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