Forwarding email to RT

RT Users
1

Are there any best approaches to forwarding email to RT on somebody’s behalf and make them the “Requestor”.

I have installed “Command-By-Mail” and it works fine as long as users don’t forget to put “Requestor:” in the first part of the email.

If they forward the email without those commands and Commands-By-mail is trying to interpret "From:, To: " as commands and failing.

If I forward it and then go into RT web interface to change the requestor, is there a way for the requestor to get the original ticket creation email??

Any suggestions would be greatly appreciated.

2

Are there any best approaches to forwarding email to RT on somebody’s behalf and make them the
“Requestor”.

I use mutt’s ‘bounce’ feature, I believe Apple Mail calls it
‘redirect’. If your MUA supports redirecting the mail with the
original headers, that is far and away the easiest way.

Otherwise you could certainly write a script that parsed forwrarded
emails looking for the original headers.

-kevin