We’re using RT for managing support requests but now we’ve got a problem
when creating requests via email. We’re in the process of moving from
1.0.1 to 1.0.5 (still testing our local changes) but I’ve tested the
problem we have with a vanilla 1.0.5 installation.
All our users have an RT user name of their firstname and all operations
via the Web interface work fine.
The problem: If a user wants to create a new request by sending email to
the queue specific email address (that pipes it in the rt-mailgate
command) it will complain via return-email that they have no permission
to create requests in that queue.
I suspected that there should be a conversion from email address to RT
user name somewhere down the line. So I added that to
lib/rt/ui/mail/manipulate.pm::parse_headers(). Ok, that works, the user
can create requests! But now the requestor of the new request is set to
"user@" probably because $current_user and $requestors are set the same
somewhere and the call to lib/rt/support/utils.pm::norm_requestors() in
add_new_request() which tries to append “@rt::domain” but "rt::domain"
is never set…
Then I gave up and now I turn to you.
- just rename all our users to their email address, or
- move the conversion of email address to RT user to some other place, or
- turn on the option for allowing non-members to create requests
- wait for RT 2
- have a nice weekend
Any ideas or suggestions?
– Jelle van Zeijl - email@example.com - West Consulting B.V. –