reply-to field prompt AppleScript/Automator

[derekrmoore]

Hello-

I am looking for a way to change the reply-to address for outgoing
messages on an individual message basis.

I am in charge of a help-desk operation that uses the RT ticketing
system. Users are asked to fill out a web form to submit requests,
however some users will always choose to send an email to me rather
than filling out the web form. In other mail clients, I can forward
the message to create the ticket for the user, and by changing the
reply-to address, the RT ticketing system correctly assigns the
requester to the appropriate user and takes me out of the loop. My
team team can then correspond appropriately with the end user without
involving me.

I realize I can add the reply-to header in the
Tools>>Accounts>>Options>>Additional Headers section, however this is
not practical when the reply-to address can be any one of 800 users.

The threads here:
http://groups.google.com/group/micr...ie=UTF-8&q=adding+reply-to+field+in+Entourage

and here

http://www.entourage.mvps.org/faq_topic/reply.html#reply4

describing this method don't really make sense for this application,
so I'm looking for another way to accomplish this task, possibly with
Automator or AppleScript.

There is a "Forward Entourage Mail Messages" action in Automator, but
I'm unsure how to add a reply-to header into the message.

Any guidance would be appreciated.

Thanks in advance,
Derek Moore

 

[William Smith [MVP]]

I am in charge of a help-desk operation that uses the RT ticketing
system. Users are asked to fill out a web form to submit requests,
however some users will always choose to send an email to me rather
than filling out the web form. In other mail clients, I can forward
the message to create the ticket for the user, and by changing the
reply-to address, the RT ticketing system correctly assigns the
requester to the appropriate user and takes me out of the loop. My
team team can then correspond appropriately with the end user without
involving me.

Have you tried using Entourage's Message menu --> Redirect feature? Its
purpose is to do what you're describing, however, it won't work in an
Exchange environment.

Speaking as someone else in an IT environment, I can understand your
desire to resend messages as the users themselves so that your system
works for you, however, this is actually a form of E-mail spoofing. If
you receive a request for help then you should either direct the sender
to follow your preferred procedure or be willing to open the ticket
yourself for the user. Spoofing, even for well-intended reasons, should
be avoided. (My two cents.)

--

bill

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