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

[Adam Clarke]

Hi Craig,

Check out our solution on the RT wiki http://requesttracker.wikia.com/wiki/AutoreplyOrCorrespondence, it describes a template you use for an autoreply. The effect of using this template is that if a ticket is created on behalf of a customer they receive the message you create (on ticket creation) as if it is a reply rather than the default cryptic auto-reply.

It works by checking upon ticket creation if the creator is the same as any of the requestors as is the case when a client creates a ticket themselves. If so it loads and processes the Autoreply template searching first in the current queue and if there isn't one there resorting to the global version.

If the requestor is not the creator (i.e. the case when you create a ticket on behalf of a client) it processes the Correspondence template instead doing the same search for the template as described above.

On 10/04/2013, at 12:29 AM, Diaulas Castro <diaulas.castro at intersolution.inf.br> wrote:

> Just my two cents,
> 
>  On sendmail when you rewrite you need to setup MASQUERADE and GENERICSTABLE options, some mailservers block when the field "from" mismatch (Gmail doesn't but Office365 will).
> 
>  BTW I prefer postfix for this work, you should be good only with smtp_generic_maps.
> 
> 
> 
> -----Mensagem original-----
> De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Tim Cutts
> Enviada em: terça-feira, 9 de abril de 2013 10:03
> Para: Craig Ringer
> Cc: rt-users at lists.bestpractical.com
> Assunto: Re: [rt-users] Creating tickets on behalf of users via email
> 
> 
> 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
> 
> --
> The Wellcome Trust Sanger Institute is operated by Genome Research  Limited, a charity registered in England with number 1021457 and a  company registered in England with number 2742969, whose registered  office is 215 Euston Road, London, NW1 2BE. 
> 
>