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

[Stephane Masse]

Following the below discussion, any update with the current RT V4 ?

It seems to be impossible to forward tickets, or CC another queue when
reply to the ticket.

 

The only option is to have different instance of RT, independent system
?

 

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

Kevin Falcone falcone at bestpractical.com

Tue Feb 23 16:35:44 EST 2010

 

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On Tue, Feb 23, 2010 at 05:37:39AM -0800, Miroslav Horvath wrote:

> 

> 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. 

 

Check your logs, and make sure OwnerEmail is configured

When 3.8.8 is released, RT will actually start telling you that you're

doing something illegal (asking it to send mail to itself, setting up

a potential loop)

 

-kevin

 

> 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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Regards

 

Stephane Masse

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