[rt-users] privledged user forwarding someone else's email to create ticket

[Mike Johnson]

Has anyone created some way of a privileged user being able to forward an
email to a queue, which will automatically set the requestor to the person
that sent the original email to the privileged user?

An example to help explain:

John has an issue, he emails Jane directly. Jane looks at the email and
realizes it is an incident that needs to be in a ticket for a given queue.
She forwards John's email to RT. RT creates a ticket, with the requestor =
John.

Out-of-the-box, Jane has 2 options:

1. Jane forwards the email to RT, goes into the resulting ticket, and
updates the requestor to John.

2. Jane copy/pastes the email into a new ticket through the web interface
and puts in John as the requestor.

Both options are very tedious.

Any thoughts?

-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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