[rt-users] Creating tickets on behalf of users via email

[Tim Cutts]

On 9 Apr 2013, at 08:18, Craig Ringer <craig at 2ndquadrant.com> wrote:

> Hi all
> 
> I'm increasingly finding it desirable to open correspondence with a client by email and have the conversation tracked in RT. This is cumbersome enough to do that I wonder if I'm missing something obvious.
> 
> I can create a ticket in their name via the web ui, but that results in an auto-acknowledgement email to them and doesn't send them a copy of the request its self since they're presumed to have sent it.
> 
> I can create it with me as requestor, add them as Cc, save, then delete them from Cc and add them as requestor afterwards. That seems awfully convoluted, though, and doesn't allow me to create a ticket in their name by email.

Remember it's trivially easy to write scripts which forge email headers, in most environments.  All you need to do is set the From: header to the user's email address, and RT will do the right thing with it.  You can do this trivially using sendmail on the UNIX command line:

$ /usr/lib/sendmail -t << EOF
From: Barack Obama <president at whitehouse.gov>
To: tim at example.com
Subject: Fake email

This email is not really from Barack Obama...
EOF

Tim

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