Privledged user forwarding someone else's email to create ticket

RT Users
1

Has anyone created some way of a privileged user being able to forward an
email to a queue, which will automatically set the requestor to the person
that sent the original email to the privileged user?

An example to help explain:

John has an issue, he emails Jane directly. Jane looks at the email and
realizes it is an incident that needs to be in a ticket for a given queue.
She forwards John’s email to RT. RT creates a ticket, with the requestor =
John.

Out-of-the-box, Jane has 2 options:

  1. Jane forwards the email to RT, goes into the resulting ticket, and
    updates the requestor to John.

  2. Jane copy/pastes the email into a new ticket through the web interface
    and puts in John as the requestor.

Both options are very tedious.

Any thoughts?

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

2

Out-of-the-box, Jane has 2 options:

  1. Jane forwards the email to RT, goes into the resulting ticket, and
    updates the requestor to John.

  2. Jane copy/pastes the email into a new ticket through the web
    interface and puts in John as the requestor.

  1. The “bounce-message” feature[1] of a mail user agent is used to
    remail the message as if from the sender to the RT mail address.
    Might run afoul SPF or other anti-spam measures, depending on the
    configuration of the mail servers that the then bounced message must
    traverse, though.

[1] Might be called “redirect” or somesuch, depending on the client.

3

Out-of-the-box, Jane has 2 options:

  1. Jane forwards the email to RT, goes into the resulting ticket, and
    updates the requestor to John.

  2. Jane copy/pastes the email into a new ticket through the web
    interface and puts in John as the requestor.

  1. The “bounce-message” feature[1] of a mail user agent is used to
    remail the message as if from the sender to the RT mail address.
    Might run afoul SPF or other anti-spam measures, depending on the
    configuration of the mail servers that the then bounced message must
    traverse, though.

[1] Might be called “redirect” or somesuch, depending on the client.

Bounce is the best (and what I use). Another option is setting

-kevin