Hello, I have a situation where a user has submitted tickets to RT using 3
different emails. When a user submits an RT ticket via email, an
un-privileged account is automatically created for that user. We don’t have
a self-servicing interface. We make the user as privileged user on request
basis. One of those account was made privileged to allow tis user to log
into RT and track his tickets.
Now the problem is that he gets “permissed denied” message when he logs into
RT using his privileged account and searches for the tickets created using
his other email address.
Is there a way I can group all his tickets under one email? i.e. How can
I update his other email addresses on tickets to match the email of his
privileged user account?
I will appreciate the help and thanks a lot in advance, rq.
Hello, I have a situation where a user has submitted tickets to RT using 3 different emails. When
a user submits an RT ticket via email, an un-privileged account is automatically created for that
user. We don’t have a self-servicing interface. We make the user as privileged user on request
basis. One of those account was made privileged to allow tis user to log into RT and track his
tickets.
Now the problem is that he gets “permissed denied” message when he logs into RT using his
privileged account and searches for the tickets created using his other email address.
Is there a way I can group all his tickets under one email? i.e. How can I update his other email
addresses on tickets to match the email of his privileged user account?
You probably want RT-Extension-MergeUsers if you want the other email
addresses to continue to work for creating tickets.
If you want to kill the other two users and make it appear that one
user did everything, you want RT-Extension-MergeUsersHistory
-kevin
I think RT-Extension-MergeUsersHistory will do. I am very new to RT. How is
this used? I have RT 3.8.2 on linux. Do I have to install something?On Mon, Sep 14, 2009 at 3:57 PM, Kevin Falcone falcone@bestpractical.comwrote:
On Mon, Sep 14, 2009 at 03:26:26PM -0400, testwreq wreq wrote:
Hello, I have a situation where a user has submitted tickets to RT using
3 different emails. When
a user submits an RT ticket via email, an un-privileged account is
automatically created for that
user. We don’t have a self-servicing interface. We make the user as
privileged user on request
basis. One of those account was made privileged to allow tis user to log
into RT and track his
tickets.
Now the problem is that he gets “permissed denied” message when he logs
into RT using his
privileged account and searches for the tickets created using his other
email address.
Is there a way I can group all his tickets under one email? i.e. How can
I update his other email
addresses on tickets to match the email of his privileged user account?
You probably want RT-Extension-MergeUsers if you want the other email
addresses to continue to work for creating tickets.
If you want to kill the other two users and make it appear that one
user did everything, you want RT-Extension-MergeUsersHistory
-kevin
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