Forwarding email to RT

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.

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