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.