I have users who email help tickets to RT and these same users will also
use SelfService to view and submit new tickets.
When a new user emails a ticket to RT, it automatically creates an
account for them.
Email Address: firstname.lastname@example.org
When they access SelfService and create a new ticket, they are assigned
another new username.
The email address is blank because it was already used when RT created
their account when the user submitted a ticket through email.
This seems to create two problems.
- The email address is blank when using SelfService they will not
get any reply messages
- They are not able to view open tickets sent in by email since
the username from email and SelfService is different.
Is there a way to setup SelfService so that when the user creates a new
ticket, the username is in the format: email@example.com instead of
just new user. My goal is to have SelfService use the same account as
the one that was generated when they sent in email to RT. If they’ve
never sent in a ticket using email, then SelfService would then create a
new account in the format: firstname.lastname@example.org and assign an email
Maybe I’m not using RT correctly and maybe someone could set me
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