Hi, Welcome to the list :)
In general, an unprivileged user needs "create" rights on the incoming queue (the one where RT mail is send to). This is the best way to have e-mail from non users to be received/created by RT. After that your regular users are then required to send e-mail to your RT address and it should all be good. However, there are moments where e-mail gets send to a personal e-mail address where it should have gone into RT (or something like that). In those cases the best way that we've found is to redirect the specific e-mail to RT's e-mail address. That way RT will receive the mail as if it was initially meant for RT and the original requestor gets an AutoReply with his/her ticket number. This redirect feature is something most e-mail clients support, for ThunderBird you need this plugin ( https://addons.mozilla.org/en-US/thunderbird/addon/mail-redirect/ ). With Apple's mail client it's a button which you can add to your interface (feature is build in, you can see it in the menu under Message --> Redirect). And last but not least, for MS Outlook you'll have to use the option "Resend e-mail/message" ( some more info: http://email.about.com/od/outlooktips/qt/et_redirect.htm ). Doing the redirect instead of a forward makes sure that the original e-mail stays in tact, the requestor is set to the person initially sending the e-mail, and the requestor will receive an AutoReply with his/her ticket number for future reference. For as far as I know this is the cleanest way of achieving this. -- Bart Op 29 november 2011 08:17 schreef Stefan Vollmar <voll...@nf.mpg.de> het volgende: > Hallo, > > I am new on this list and I did not find a solution to our problem in the > mailing list's archive, sorry I have overlooked something. > > We have just started using RT and are generally quite happy with our > setup. We provide a web interface for one support queue that generates > tickets, this works well. However, we occasionally want to open a case > based on a mail we have received from a user (who does not have an RT > account). > > Forwarding the mail to RT works but the content of tickets generated in > this way is awkward to read due to the indentations (quoted text). > "Redirecting" the mail (an option of our mail client) yields a properly > formatted mail, also it sets the original author as requestor - which we > find useful. Unfortunately, it requires that "everybody" needs to have the > right to create tickets. Is it possible to work around this problem, e.g. > have RT check that the redirected mail was originally sent to one of RT's > regular users? > > Many thanks in advance for any help with this, > Stefan > -- > Dr. Stefan Vollmar, Dipl.-Phys. > Head of IT group > Max-Planck-Institut für neurologische Forschung > Gleuelerstr. 50, 50931 Köln, Germany > Tel.: +49-221-4726-213 FAX +49-221-4726-298 > Tel.: +49-221-478-5713 Mobile: 0160-93874279 > Email: voll...@nf.mpg.de http://www.nf.mpg.de > > > > > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston — TBA >
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
