I’m looking for an intelligent way to create ticket for
Non-RT-Users. To illustrate my demand:
I’m often getting phone calls, notes and mails from users
who didn’t get it that we have a RT running. From time to
time I even want to know something from a user and want
the other Admins to follow up the whole story, thus it
should stay in the domain of RT.
I know how to create an “external Requestor Ticket” via
the WebUI, but I would like keep it the “mail-way”.
The only solution i considered was mailing to RT to get a
ticket number and to forward this to a user whilst
changing the reply-to to RT’s mail address …
Is there any sophisticated solution to do so?