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

[Kevin Falcone]

On Thu, Jul 25, 2013 at 05:47:06PM +0000, Jeremy Mates wrote:
> * Mike Johnson <mike.johnson at nosm.ca>
> > 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.
> 
> 3. The "bounce-message" feature[1] of a mail user agent is used to
>    remail the message as if from the sender to the RT mail address.
>    Might run afoul SPF or other anti-spam measures, depending on the
>    configuration of the mail servers that the then bounced message must
>    traverse, though.
> 
> [1] Might be called "redirect" or somesuch, depending on the client.

Bounce is the best (and what I use).  Another option is setting 
Reply-To: the original user.

-kevin
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