On Fri, Oct 2, 2009 at 1:10 PM, Jerrad Pierce <jpie...@cambridgeenergyalliance.org> wrote: >> 2. If an email is from an email address that does not match any >> user, a ticket is created with a special 'email user' as the requestor > Doable with a custom Interface::Email extension
That's one of the things I was looking at. I'll see what I can cook up :) >> 3. When someone replies to a ticket created via email as per #2 the >> reply is sent to the original email address but still does not create >> a user in RT. > That will be tougher since AFAIK RT uses the user to fill in the message > template. You could try stashing the actual recipient in another header > (though RT seems to discard any it does not need), or another table, > and pull it out in your template code to set the actual recipient header. I had a bit of a brain-storm (drizzle?) just after I hit send on my initial message and realized I could probably populate a CustomField with the original email address on ticket creation. Then, when we reply/correspond on that ticket perhaps a Scrip can extract that address from the field and add it to the To: field of any emails sent. Alternatively, getting that value from a template may be easier. Thanks for your input, and I'll certainly welcome any further tips from the list! -- -- Steve Scaffidi <step...@scaffidi.net> _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com