One user, multiple email addresses

RT Users
1

Here’s the situation; in our organization, one staff member can have
several email aliases–these make the email address “prettier” and
easier to say/remember. However, this creates a problem with some of
our users, in that when they reply to tickets from the “wrong” email
address, RT hasn’t a clue as to who is posting, or what to do with
it… Is there a way we can associate more than one email address with
the same user?

Thanks,
Johnathan

Johnathan Bell
Internet System Administrator, Baker College

2

Here’s the situation; in our organization, one staff member can have
several email aliases–these make the email address “prettier” and
easier to say/remember. However, this creates a problem with some of
our users, in that when they reply to tickets from the “wrong” email
address, RT hasn’t a clue as to who is posting, or what to do with
it… Is there a way we can associate more than one email address with
the same user?

If you can look things up, you want to look at overriding
CanonicalizeEmailAddress in RT::User. Otherwise, you want to look at the
MergeUsers extension.

Best,
Jesse