We’re thinking of doing something similar. I was ‘planning’ on using
CommandbyMail and have the app put the username information on the
outgoing e-mail into RT. So the webform would ask for name, e-mail,
problem. The e-mail submitted to RT would look something like:
Description: the problem they typed above
And so on. That’s what we were thinking anyway, unless there’s a reason
why this can’t be done??
At 03:44 PM 1/5/2008, C Thala wrote:
Our organization has a webform frontend for our users to submit their
requests. The webform sends an email which gets fed into rt-mailgate
which gets their issue injected into the proper queue. Here is a
sample email sent to rt-mailgate:
Subject: submission to customer service web page
This email has been sent from the example.org Customer Service web
Email send to: Business Management
Sender name: L User
Sender email: email@example.com
Subject: i have a problem
Message Body: help me
The problem is that the ticket owner for each new ticket is the
envelope sender address of the webform, eg. firstname.lastname@example.org.
We want it to be set to email@example.com, because they submitted the
form. How can we get RT to use this as the owner of the ticket? I know
the answer probably involves a scrip of some sort, but I don’t know
where to start.
Any help appreciated.
Gene LeDuc, GSEC
San Diego State University
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