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List: rt-users
Subject: Re: [rt-users] Generating tickets by redirecting mail
From: Bart <bart () pleh ! info>
Date: 2011-11-29 8:31:01
Message-ID: CAB2d3rbx0UCRp6NMja3Va6ewbMxuRNrhhM0Xt8onG-=4f3ju-Q () mail ! gmail ! com
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Hi,
Welcome to the list :)
In general, an unprivileged user needs "create" rights on the incoming
queue (the one where RT mail is send to).
This is the best way to have e-mail from non users to be received/created
by RT.
After that your regular users are then required to send e-mail to your RT
address and it should all be good.
However, there are moments where e-mail gets send to a personal e-mail
address where it should have gone into RT (or something like that). In
those cases the best way that we've found is to redirect the specific
e-mail to RT's e-mail address. That way RT will receive the mail as if it
was initially meant for RT and the original requestor gets an AutoReply
with his/her ticket number.
This redirect feature is something most e-mail clients support, for
ThunderBird you need this plugin (
https://addons.mozilla.org/en-US/thunderbird/addon/mail-redirect/ ). With
Apple's mail client it's a button which you can add to your interface
(feature is build in, you can see it in the menu under Message -->
Redirect). And last but not least, for MS Outlook you'll have to use the
option "Resend e-mail/message" ( some more info:
http://email.about.com/od/outlooktips/qt/et_redirect.htm ).
Doing the redirect instead of a forward makes sure that the original e-mail
stays in tact, the requestor is set to the person initially sending the
e-mail, and the requestor will receive an AutoReply with his/her ticket
number for future reference.
For as far as I know this is the cleanest way of achieving this.
-- Bart
Op 29 november 2011 08:17 schreef Stefan Vollmar <vollmar@nf.mpg.de> het
volgende:
> Hallo,
>
> I am new on this list and I did not find a solution to our problem in the
> mailing list's archive, sorry I have overlooked something.
>
> We have just started using RT and are generally quite happy with our
> setup. We provide a web interface for one support queue that generates
> tickets, this works well. However, we occasionally want to open a case
> based on a mail we have received from a user (who does not have an RT
> account).
>
> Forwarding the mail to RT works but the content of tickets generated in
> this way is awkward to read due to the indentations (quoted text).
> "Redirecting" the mail (an option of our mail client) yields a properly
> formatted mail, also it sets the original author as requestor - which we
> find useful. Unfortunately, it requires that "everybody" needs to have th=
e
> right to create tickets. Is it possible to work around this problem, e.g.
> have RT check that the redirected mail was originally sent to one of RT's
> regular users?
>
> Many thanks in advance for any help with this,
> Stefan
> --
> Dr. Stefan Vollmar, Dipl.-Phys.
> Head of IT group
> Max-Planck-Institut f=FCr neurologische Forschung
> Gleuelerstr. 50, 50931 K=F6ln, Germany
> Tel.: +49-221-4726-213 FAX +49-221-4726-298
> Tel.: +49-221-478-5713 Mobile: 0160-93874279
> Email: vollmar@nf.mpg.de http://www.nf.mpg.de
>
>
>
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston =97 TBA
>
[Attachment #5 (text/html)]
Hi,<div><br></div><div>Welcome to the list :)</div><div><br></div><div>In general, an \
unprivileged user needs "create" rights on the incoming queue (the one \
where RT mail is send to).</div><div>This is the best way to have e-mail from non \
users to be received/created by RT.</div> <div><br></div><div>After that your regular \
users are then required to send e-mail to your RT address and it should all be \
good.<div><br></div><div>However, there are moments where e-mail gets send to a \
personal e-mail address where it should have gone into RT (or something like that). \
In those cases the best way that we've found is to redirect the specific e-mail \
to RT's e-mail address. That way RT will receive the mail as if it was initially \
meant for RT and the original requestor gets an AutoReply with his/her ticket \
number.</div> <div><br></div><div>This redirect feature is something most e-mail \
clients support, for ThunderBird you need this plugin ( <a \
href="https://addons.mozilla.org/en-US/thunderbird/addon/mail-redirect/">https://addons.mozilla.org/en-US/thunderbird/addon/mail-redirect/</a> \
). With Apple's mail client it's a button which you can add to your interface \
(feature is build in, you can see it in the menu under Message --> Redirect). And \
last but not least, for MS Outlook you'll have to use the option "Resend \
e-mail/message" ( some more info: <a \
href="http://email.about.com/od/outlooktips/qt/et_redirect.htm">http://email.about.com/od/outlooktips/qt/et_redirect.htm</a> \
).</div> <div><br></div><div>Doing the redirect instead of a forward makes sure that \
the original e-mail stays in tact, the requestor is set to the person initially \
sending the e-mail, and the requestor will receive an AutoReply with his/her ticket \
number for future reference.</div> <div><br></div><div>For as far as I know this is \
the cleanest way of achieving this.</div><div><br clear="all">-- Bart<br> \
<br><br><div class="gmail_quote">Op 29 november 2011 08:17 schreef Stefan Vollmar \
<span dir="ltr"><<a \
href="mailto:vollmar@nf.mpg.de">vollmar@nf.mpg.de</a>></span> het \
volgende:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px \
#ccc solid;padding-left:1ex;"> Hallo,<br>
<br>
I am new on this list and I did not find a solution to our problem in the mailing \
list's archive, sorry I have overlooked something.<br> <br>
We have just started using RT and are generally quite happy with our setup. We \
provide a web interface for one support queue that generates tickets, this works \
well. However, we occasionally want to open a case based on a mail we have received \
from a user (who does not have an RT account).<br>
<br>
Forwarding the mail to RT works but the content of tickets generated in this way is \
awkward to read due to the indentations (quoted text). "Redirecting" the \
mail (an option of our mail client) yields a properly formatted mail, also it sets \
the original author as requestor - which we find useful. Unfortunately, it requires \
that "everybody" needs to have the right to create tickets. Is it possible \
to work around this problem, e.g. have RT check that the redirected mail was \
originally sent to one of RT's regular users?<br>
<br>
Many thanks in advance for any help with this,<br>
Stefan<br>
<span class="HOEnZb"><font color="#888888">--<br>
Dr. Stefan Vollmar, Dipl.-Phys.<br>
Head of IT group<br>
Max-Planck-Institut für neurologische Forschung<br>
Gleuelerstr. 50, 50931 Köln, Germany<br>
Tel.: +49-221-4726-213 FAX +49-221-4726-298<br>
Tel.: +49-221-478-5713 Mobile: 0160-93874279<br>
Email: <a href="mailto:vollmar@nf.mpg.de">vollmar@nf.mpg.de</a> <a \
href="http://www.nf.mpg.de" target="_blank">http://www.nf.mpg.de</a><br> <br>
<br>
<br>
<br>
<br>
<br>
</font></span><br>--------<br>
RT Training Sessions (<a href="http://bestpractical.com/services/training.html" \
target="_blank">http://bestpractical.com/services/training.html</a>)<br>
* Boston — TBA<br></blockquote></div><br></div></div>
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — TBA
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