Owner correspondance

Quick question: is it possible to have the owner correspond with the ticket
via e-mail:

In that:

1 - Bubba sends in an email to queue Support, saying "My email doesn’t
work."
2 - All the watchers are notified.
3 - RT2 user Hank is the first to respond, jumps on the web, creates a reply
saying, “Well, it worked this time.”, and takes ownership of the ticket.
4 - Bubba then gets that notification (a la wonderful, wonderful magic of
scrips), responds to it saying, “But I can’t e-mail my sister about the
family reunion.”.
5 - Hank (again, by the wonderful, wonderful magic of scrips) receives
notification, but for some reason, his web browser doesn’t work right now.
So he responds to the e-mail saying, “Just walk across the hall and ask
her.”

At this point, it would be nice for that correspondance to be entered into
the RT database, and have Bubba updated with the new correspondance.
However, we get a [Subject: Correspondance not recorded] [Body: Permission
Denied] message. I’ve set up permissions on the queue Support to allow the
Owner to “Comment on Ticket”, “Own Ticket”, and “Reply to Ticket” (amongst a
few others).

Looking at the owner, it (in the example given) would be set to user “hank”.
The correspondance via e-mail would not be coming from “hank” but “Hank
McCoy hank@dumpster.com” (though “hank”'s e-mail address would be set to
hank@dumpster.com).

Is there anyway to do this.

That should just work. does RT seem to create two accounts for hank? (Does
it autocreate a non-privileged account?) One option is to configure RT2 like
RT1 was and just grant ‘everyone’ ‘ReplyToTicket’ and 'CommentOnTicket’On Wed, Jul 04, 2001 at 05:20:32PM -0400, Damian Gerow wrote:

Quick question: is it possible to have the owner correspond with the ticket
via e-mail:

In that:

1 - Bubba sends in an email to queue Support, saying "My email doesn’t
work."
2 - All the watchers are notified.
3 - RT2 user Hank is the first to respond, jumps on the web, creates a reply
saying, “Well, it worked this time.”, and takes ownership of the ticket.
4 - Bubba then gets that notification (a la wonderful, wonderful magic of
scrips), responds to it saying, “But I can’t e-mail my sister about the
family reunion.”.
5 - Hank (again, by the wonderful, wonderful magic of scrips) receives
notification, but for some reason, his web browser doesn’t work right now.
So he responds to the e-mail saying, “Just walk across the hall and ask
her.”

At this point, it would be nice for that correspondance to be entered into
the RT database, and have Bubba updated with the new correspondance.
However, we get a [Subject: Correspondance not recorded] [Body: Permission
Denied] message. I’ve set up permissions on the queue Support to allow the
Owner to “Comment on Ticket”, “Own Ticket”, and “Reply to Ticket” (amongst a
few others).

Looking at the owner, it (in the example given) would be set to user “hank”.
The correspondance via e-mail would not be coming from “hank” but “Hank
McCoy hank@dumpster.com” (though “hank”'s e-mail address would be set to
hank@dumpster.com).

Is there anyway to do this.


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jesse reed vincent – root@eruditorum.orgjesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

Linux is like a Vorlon. It is incredibly powerful, gives terse,
cryptic answers and has a lot of things going on in the background.

That should just work. does RT seem to create two accounts for
hank? (Does
it autocreate a non-privileged account?) One option is to
configure RT2 like
RT1 was and just grant ‘everyone’ ‘ReplyToTicket’ and ‘CommentOnTicket’

Yes it does create a second account – it’s because the e-mail address for
the user is (would be) set to "hank@dumpster.ca", whereas his reply e-mail
address is "hank@dumpster.com".

Which leads to another question – are there plans for a user to have >1
e-mail addresses?

That should just work. does RT seem to create two accounts for
hank? (Does
it autocreate a non-privileged account?) One option is to
configure RT2 like
RT1 was and just grant ‘everyone’ ‘ReplyToTicket’ and ‘CommentOnTicket’

Yes it does create a second account – it’s because the e-mail address for
the user is (would be) set to "hank@dumpster.ca", whereas his reply e-mail
address is "hank@dumpster.com".

Ok. the problem is that RT isn’t smart enough to equate those two addresses
without you helping it out a bit in the config file. What you probably
want to do is to supply a regexp in the CanonicalizeAddress subroutine in
the configfile.

Which leads to another question – are there plans for a user to have >1
e-mail addresses?

Longterm, possibly, but not in the immediate future.


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jesse reed vincent – root@eruditorum.orgjesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

<Dr_Memory> the point is that words were exchanged. neurolinguistic
programming will do the rest. they should be showing up at my house
any day now.