Hi Brian,
On Mar 24, 2010, at 5:46 PM, Brian Lawson wrote:
Here’s my situation:
Our company has a group of customer service reps and my boss would
rather have them share a login username and password as a group and
then have a mandatory custom field for their real name and their
email address. That way they (as a group) can see all the tickets
for the group.
What you are describing is probably better implemented as a queue (or
set of queues) with an email address. All CSRs should be in a group
that has appropriate permissions on the queue so they can see/update/
steal eachother's tickets as needed.
This preserves accountability (actions are attributed to individual
users) which your proposed scheme above would destroy.
He wants RT to use the email address entered as the one used for any
correspondence, not the address for the username.
I'm not sure I follow. Configured as I describe above messages sent
from RT will come from the queue email address, and reply-to will
point at the queue email address. (The typical format for the "from
name" is "John Doe (via RT)", but you can change this easily).
You COULD hack around this & override the From/Reply-To addresses, but
if you specify an address that rt-mailgate isn't watching then
correspondence will bypass RT, which defeats the purpose of a
ticketing system...
Also, we would like to do field validation on the email to make sure
it is a valid email address for our mail server.
This is a moot point given the above -- just make sure your queue
emails are (a) valid and (b) watched by rt-mailgate and everything
should take care of itself. :)
-MG
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