Ticket email reply question

I have a new RT system, and I am new to RT. It’s working great, but I’m
still learning. :wink: I have a newbie question about email replies to
tickets.

I just set up sendmail aliases for correspondence and comments for all
of my queues. In testing this, I discovered that in order to
successfully reply to a ticket, I have to make sure that the From
address in my message matches my identity in the RT instance.
Otherwise, the message bounces, saying that a valid user could not be found.

Is there a way to have RT accept the email anyway, since there is a
valid queue name and ticket number? Most of us have multiple email
address forms, and there is no way I am going to be able to get all of
my users to use the correct From address.

Thanks,

-Bill-

Bill Gurley, Technical Director
Department of Chemistry
Univ. of Tennessee, Knoxville

quick solution: grant right ReplyToTicket to the Unprivileged or
Everyone groups. See “public support” working schema on the
http://wiki.bestpractical.com/?Rights page.

hard solution: write extension for RT that allows user to work from
more then one email. send this back to the community :)On 3/23/06, Bill Gurley gurley@ion.chem.utk.edu wrote:

I have a new RT system, and I am new to RT. It’s working great, but I’m
still learning. :wink: I have a newbie question about email replies to
tickets.

I just set up sendmail aliases for correspondence and comments for all
of my queues. In testing this, I discovered that in order to
successfully reply to a ticket, I have to make sure that the From
address in my message matches my identity in the RT instance.
Otherwise, the message bounces, saying that a valid user could not be found.

Is there a way to have RT accept the email anyway, since there is a
valid queue name and ticket number? Most of us have multiple email
address forms, and there is no way I am going to be able to get all of
my users to use the correct From address.

Thanks,

-Bill-


Bill Gurley, Technical Director
Department of Chemistry
Univ. of Tennessee, Knoxville


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