[rt-users] How do users/new tickets via email work?

Alex Hall ahall at autodist.com
Tue Sep 6 11:16:14 EDT 2016


Hi all,
RT is working well, sending and receiving email, which is wonderful
news--thanks again for all the help. What I'm wondering is how emailed
tickets work in terms of users.

If I email in a ticket from the address I have registered with my RT
account, that works fine. I just had a coworker do the same, and it again
worked. This coworker, though, has no account at all on RT. What is he now?
A user? A ticket holder, but with no permanence in RT aside from that email
address? He's not in the list of users, so he must not "officially" exist,
but where is he? If I were to go in right now and add him, with that same
email address, as a user, would his ticket show as being on behalf of him,
the new user? Or would it instead still be on behalf of the email address,
separate from the new account?

The way our company works, my boss won't want any old user submitting
tickets. He wants this to be internal for the most part, so I imagine he'll
want me to make it so only registered users can send emails that open
tickets. Is there a way to do this? That is, a way to only accept emails
where the sender's address is already attached to an active user?

-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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