[rt-users] RT-Send-CC - mail is lost

[Miroslav Horvath]

Hello

We found one thing which we don/t know what to do. 

In RT 3.8.4. we have 10 different queues, where each queue has different
email address. 

We found a problem, that when someone in one queue resolves the ticket, and
put into One time CC email address of another RT queue, the mail is sent
out, but is not created in that 2nd queue as new ticket. 
It seems it's lost or so. 

Normally, RT works like, that when it founds in subject some ticket ID, it
adds this email to that ticket. 

Is there some way, that when someone closes ticket in one queue, and put
into One Time CC email address of another queue, the new ticket will be
created in that queue and not added into original ticket according to
subject. 

But, we still want to keep the option, that when someone replies to some
ticket, within same Queue (same email address of that queue) the email will
be put into this ticket. 

Example: 
Queue 1 has email address  billing at zse.sk 
Queue 2 has email address  outboundcckont at zse.sk

In queue1 agent resolved the ticket, and put into One time CC the email
address of queue2. 

Normally, it sends out email with subject together with original ticket ID.
We expect, that in the queue2 new ticket will be created.  But nothing
happen. No new ticket in queue2 or, original ticket is not updated with this
comment (based on ticketID). 

When some normal user replies to some email from RT, it pastes his email to
the ticket, so the Reply funcionality works. 

But the way between 2 queues within RT seems difficult. 
http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg 

Configuration of our RT. 
http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html
Configuration%5B1%5D.html 
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