Create new ticket when user "replies" to a ticket they are not a requestor on

RT Users
1

Using RT 4.0.17

Occasionally we have an instance where the ticket requestor forwards a
reply from us to a third party to ask them to comment on something in
the ticket. The third party then replies to the email including our
address and leaving the subject intact so it has the RT ticket id string
in it.
We don’t have permissions enabled for the Everyone group to be able to
reply to tickets so the email from the third party is bounced back with
the appropriate error telling them they don’t have permission to add to
the ticket.
Rather than this we would like RT to create a new ticket which we can
then link/merge with the existing ticket.

A search has not revealed whether this is possible and, if so, how to
make this the default behaviour.

Has anybody configured RT to work this way?

Regards

Andy

Andrew Batey Computer Officer,Institute of Astronomy,Cambridge
Tel. +44 (0) 1223 766662 (work) http://www.ast.cam.ac.uk/

2

We don’t have permissions enabled for the Everyone group to be able
to reply to tickets so the email from the third party is bounced
back with the appropriate error telling them they don’t have
permission to add to the ticket.
Rather than this we would like RT to create a new ticket which we
can then link/merge with the existing ticket.

A search has not revealed whether this is possible and, if so, how
to make this the default behaviour.

Does ‘Everyone’ have CreateTicket?
If so, you might be able to write some code based on this extension to
do what you want:
https://metacpan.org/source/FALCONE/RT-Extension-RepliesToResolved-0.02/README

This does require a recent RT4 release to provide the hooks you would
use.

-kevin