post-processing to add from email as a custom field
Is it possible to create a custom field on a created ticket to display the from email command?
What we want to do is create a field that will display the author's email in a custom field on the ticket. This way we can cc the author for any follow up information. This could easily be resolved by having mail integration create an account for the author. However, it would be in our best interest to minimize the amount of users created. It isn't about the licensing, it is because we would like to not be forced into managing the user list.
Example: User sends a email. Mailbox integration adds their email to the ticket (reporter is set to the teams distro). Team member adds user to cc list to track comments or to let the user know when the issue has been fixed.
What we want to do is create a field that will display the author's email in a custom field on the ticket. This way we can cc the author for any follow up information. This could easily be resolved by having mail integration create an account for the author. However, it would be in our best interest to minimize the amount of users created. It isn't about the licensing, it is because we would like to not be forced into managing the user list.
Example: User sends a email. Mailbox integration adds their email to the ticket (reporter is set to the teams distro). Team member adds user to cc list to track comments or to let the user know when the issue has been fixed.
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I was able to figure out this issue. I created email as a custom string field.
Have you been able to send mail to such person?
We wanted the field there so we can add the reporter to the email thread. Our youtrack is setup so it will not create an account for the user. If the ticket was created by Root, we grab the reporters email and CC them to the email thread for that particular ticket.
Ok, thanks. We found the way to send emails without creating accounts anyway.
Do you possibly know how to restrict account creations? We have LDAP enabled but it is allowing anyone in AD to create accounts, which we don't want.
No, I don't. We do not use LDAP. We create accounts on our own.
Can you distribute the workflow ? I'm interested.
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