We’re running 4.0.10 and use rt-mailgate. Our end-users don’t use the
web-based interface to RT and rely on e-mail to respond/reply to tickets.
However, we’re finding that users are more frequently using multiple e-mail
addresses. On occasion they’ll respond to an RT-generated e-mail with an
e-mail address not associated with the ticket or their RT account.
Is there a way to associate multiple e-mail addresses with a single user
account in RT, perhaps via a plugin? This way, a user can respond to a
ticket with e-mail addresses A, B or C without worrying about the response
being rejected.
(Creating multiple users and assigning them all to each ticket isn’t a good
working solution for us.)
Suggestions are appreciated, please let me know if you need more
information.
One option that works and can be used is MergeUsers extension. You
create multiple accounts and merge them together.On Wed, Mar 27, 2013 at 10:29 PM, RT rt@ragweed.net wrote:
RT-Users,
We’re running 4.0.10 and use rt-mailgate. Our end-users don’t use the
web-based interface to RT and rely on e-mail to respond/reply to tickets.
However, we’re finding that users are more frequently using multiple e-mail
addresses. On occasion they’ll respond to an RT-generated e-mail with an
e-mail address not associated with the ticket or their RT account.
Is there a way to associate multiple e-mail addresses with a single user
account in RT, perhaps via a plugin? This way, a user can respond to a
ticket with e-mail addresses A, B or C without worrying about the response
being rejected.
(Creating multiple users and assigning them all to each ticket isn’t a good
working solution for us.)
Suggestions are appreciated, please let me know if you need more
information.