[rt-users] Create new ticket when user "replies" to a ticket they are not a requestor on

Andy Batey adb at ast.cam.ac.uk
Thu Aug 22 05:45:51 EDT 2013

Using RT 4.0.17

Occasionally we have an instance where the ticket requestor forwards a 
reply from us to a third party to ask them to comment on something in 
the ticket.  The third party then replies to the email including our 
address and leaving the subject intact so it has the RT ticket id string 
in it.
We don't have permissions enabled for the Everyone group to be able to 
reply to tickets so the email from the third party is bounced back with 
the appropriate error telling them they don't have permission to add to 
the ticket.
Rather than this we would like RT to create a new ticket which we can 
then link/merge with the existing ticket.

A search has not revealed whether this is possible and, if so, how to 
make this the default behaviour.

Has anybody configured RT to work this way?



Andrew Batey Computer Officer,Institute of Astronomy,Cambridge
Tel. +44 (0) 1223 766662 (work)      http://www.ast.cam.ac.uk/

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