[rt-users] 2 queues / 2 emails addresses

[Nicolas Bertrand]

Hello,

We have an RT installation with 2 queues (help and developers). Up to now we have had one email address and we were manually moving relevant ticket to the second queue. We would like to add an email alias to our system so tickets can be created by email to the second Queue (developers).

1/ We have assigned an email address to the developers Queue (Configuration, Queue, developers and entering the relevant address to bypass the default queue (Help).

2/ We added a new alias in our MTA (postfix) to point developers at our_domain to the developers Queue:
#RT aliases
developers: "|/opt/rt2/bin/rt-mailgate --queue developers --action correspond"
developers-comment: "|/opt/rt2/bin/rt-mailgate --queue developers --action comment"

helpdesk: "|/opt/rt2/bin/rt-mailgate --queue 'help' --action correspond"
helpdesk-comment: "|/opt/rt2/bin/rt-mailgate --queue 'help' --action comment"

We obviously did rebuild our aliases db.

So far everything tested (including developers at our_domain) still goes to the help queue. We tried many things. Even after temporarily disabling our help queue, tickets not inetended for the help queue still end up in the help queue.

Are we missing the obvious?

Any help will be greatly appreciated. 

We are using RT2.0.14 apache 1.3.27, fastcgi and postfix.

Nicolas



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Nicolas Bertrand
CEH Oxford,
Mansfield Road
Oxford OX1 3SR
Tel: 01865 281 658
Fax: 01865 281 696
email: nsb at ceh.ac.uk
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