[rt-users] Multi Queue Management - Tickets copy to other queue

[Kenneth Crocker]

Stephane,

RT can handle multiple Queues in several ways. You could, for example,
write a scrip that creates a ticket based on correspondence and some other
criteria.
You could also simply create a "Refers To" ticket and let that ticket
creation send out an email.

Have you read the "Essentials" book? Any other books on RT?

That might help you consider other methods of tweeking RT rather than
assuming it can't do it.

I have modified several RT installations, one with over 110 Queues and they
moved tickets between Queues, Parent/Child relationships, etc.

Give it a shot and see what ideas you can come up with.

Kenn


On Fri, Mar 30, 2012 at 1:45 AM, Stephane Masse
<stephane.masse at rmit.edu.vn>wrote:

> Hi, ****
>
> ** **
>
> I have an instance of RT 4, with different queues in the system for
> different emails (IT at ... HR at ...)****
>
> When I try to reply to a requestor, I can CC one more department, but RT
> don’t create the ticket, due to the loop prevention mechanism****
>
> I disable the loop prevention, then RT merge the ticket due the subject
> Tag. So both are not what I expected****
>
> ** **
>
> We also try 2 extensions but cannot achieve to transfer tickets between
> queues by CCs.****
>
> Anyone have the same scenario, or RT is not capable to handle multi queue ?
> ****
>
> What is the best approach, scripting, extensions, modify the source of
> email.pm, sendmail.pm or emailparser.pm ?****
>
> ** **
>
> Regards****
>
> * *
>
> *Stephane Masse*
>
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