Creating Tickets from forwarded emails?

Dear RT Users:

Imagine an example where an external user sends an email to an employee, rather than directly to RT. The employee now wants to create a ticket on behalf of the requestor in the quickest, easiest way possible.

We know that there is the ‘Redirect’ or ‘Bounce’ button available in some email clients. However, it’s often not an easy function to find. It is also no longer a default function of Thunderbird, at all, in any recent version of that popular client. Asking employees to modify Thunderbird with plugins, etc, to enable a ‘Redirect’ button would pose an insurmountable challenge to support staff.

Secondly, we know it is possible to forward an email to RT, and add the original requestor’s email address to the Reply-To header field of the forward. While not tested, I have read that RT will understand this natively. However, this is another educational challenge, asking support staff to always remember to custom modify this Reply-To field.

In short, I need a solution that requires “no thought” on the part of support staff, since they already have plenty of other things to think about.

Is it possible to modify the configuration of RT itself – perhaps with some kind of plugin from CPAN – to make RT smart enough to understand a forwarded email, and automatically locate the original sender’s address and make that person the Requestor of the ticket?

Any help would be much appreciated!

Cheers,

Jonathan Mills
Systems Administrator
Renaissance Computing Institute
UNC-Chapel Hill

You could install the command-by-mail plugin then you can add
requestor: email@com to the message body, amongst other things, to set
the requestor appropriately.

Later,
DarinOn Sun, Oct 14, 2012 at 4:50 PM, Jonathan Mills jonmills@renci.org wrote:

Dear RT Users:

Imagine an example where an external user sends an email to an employee, rather than directly to RT. The employee now wants to create a ticket on behalf of the requestor in the quickest, easiest way possible.

We know that there is the ‘Redirect’ or ‘Bounce’ button available in some email clients. However, it’s often not an easy function to find. It is also no longer a default function of Thunderbird, at all, in any recent version of that popular client. Asking employees to modify Thunderbird with plugins, etc, to enable a ‘Redirect’ button would pose an insurmountable challenge to support staff.

Secondly, we know it is possible to forward an email to RT, and add the original requestor’s email address to the Reply-To header field of the forward. While not tested, I have read that RT will understand this natively. However, this is another educational challenge, asking support staff to always remember to custom modify this Reply-To field.

In short, I need a solution that requires “no thought” on the part of support staff, since they already have plenty of other things to think about.

Is it possible to modify the configuration of RT itself – perhaps with some kind of plugin from CPAN – to make RT smart enough to understand a forwarded email, and automatically locate the original sender’s address and make that person the Requestor of the ticket?

Any help would be much appreciated!

Cheers,


Jonathan Mills
Systems Administrator
Renaissance Computing Institute
UNC-Chapel Hill


Final RT training for 2012 in Atlanta, GA - October 23 & 24
Training — Best Practical Solutions

We’re hiring! http://bestpractical.com/jobs

Yes, I’ve read of that solution also. However, it is not the solution I want, as it represents no improvement over either of the other solutions mentioned. It is still something that support staff must remember to do each time – it will fail due to human error. I want support staff to have to do nothing more than hit ‘Forward’ and have it simply work.On Oct 14, 2012, at 6:15 PM, Darin Perusich darin@darins.net wrote:

You could install the command-by-mail plugin then you can add
requestor: email@com to the message body, amongst other things, to set
the requestor appropriately.


Later,
Darin

On Sun, Oct 14, 2012 at 4:50 PM, Jonathan Mills jonmills@renci.org wrote:

Dear RT Users:

Imagine an example where an external user sends an email to an employee, rather than directly to RT. The employee now wants to create a ticket on behalf of the requestor in the quickest, easiest way possible.

We know that there is the ‘Redirect’ or ‘Bounce’ button available in some email clients. However, it’s often not an easy function to find. It is also no longer a default function of Thunderbird, at all, in any recent version of that popular client. Asking employees to modify Thunderbird with plugins, etc, to enable a ‘Redirect’ button would pose an insurmountable challenge to support staff.

Secondly, we know it is possible to forward an email to RT, and add the original requestor’s email address to the Reply-To header field of the forward. While not tested, I have read that RT will understand this natively. However, this is another educational challenge, asking support staff to always remember to custom modify this Reply-To field.

In short, I need a solution that requires “no thought” on the part of support staff, since they already have plenty of other things to think about.

Is it possible to modify the configuration of RT itself – perhaps with some kind of plugin from CPAN – to make RT smart enough to understand a forwarded email, and automatically locate the original sender’s address and make that person the Requestor of the ticket?

Any help would be much appreciated!

Cheers,


Jonathan Mills
Systems Administrator
Renaissance Computing Institute
UNC-Chapel Hill


Final RT training for 2012 in Atlanta, GA - October 23 & 24
Training — Best Practical Solutions

We’re hiring! http://bestpractical.com/jobs

Imagine an example where an external user sends an email to an employee, rather than directly to RT. The employee now wants to create a ticket on behalf of the requestor in the quickest, easiest way possible.

I once had an IMAP folder for a similar purpose: all mails in that
folder would be moved to RT by an external script run every five
minutes or so.

While shared IMAP folders may be a confidentiality risk for some kind
of such “exports”, this is no problem in this case, as these mails
will be available for the same group of people in RT anyway.

– Matthias

Yes, I’ve read of that solution also. However, … to do each time
… will fail …

I second that, having seen lots of these in the years we use RT.
(Even if ‘we’ normally have some ‘Bounce’-Method, it sometimes fails).

AND just by coincidence I aM searching for the same(!?) Solution for
another Problem!

IF somebody creates a kind of ‘umbrella list’ for errors/support-calls,
and one of the recipients is a RT-queue, then this queue

  • must not reply to the list (else we get loops)
  • does not use (know?) the real sender for the requestor, but uses
    the liSts sender/reply-to address.

The latter is the same problem as ‘forwarded’ in this thread.
Only there never can be anybody, to fix it by explicitely setting
some Adresses – the only way would be a ‘scrip’ or ‘Filter’
to switch from (whateber RT does now) to preferring/accepting
the ORIGINAL ‘From: address’ Header.

Did somebody see such a fix?

Thanks, Stucki

Christoph von Stuckrad * * |nickname |Mail stucki@mi.fu-berlin.de
Freie Universitaet Berlin |/_*|‘stucki’ |Tel(Mo.,Mi.):+49 30 838-75 459|
Mathematik & Informatik EDV |\ *|if online| (Di,Do,Fr):+49 30 77 39 6600|
Takustr. 9 / 14195 Berlin * * |on IRCnet|Fax(home): +49 30 77 39 6601/