[rt-users] Mail via ticket ID rather than queue

[Sam Wilson]

Turns out this was a pebkac issue for me. We had set a SubjectTag for each
queue rather than using the sitename. After removing the individual
subjecttags this is working correctly.

Cheers,

Sam


On Thu, Sep 5, 2013 at 5:19 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Sep 04, 2013 at 12:53:29PM +1000, Sam Wilson wrote:
> >    Hi rt-users,
> >    I have configured a multiple queue RT instance with mailgate as
> follows, we create new tickets
> >    in the support queue before moving them to specific queues to be
> worked on and closed.
> >    support at example.com
> >    queue1 at example.com
> >    queue2 at example.com
> >    By itself mailgate is working fine. For example I can raise a ticket
> directly in queue1 via
> >    email.
> >    The issue is around the process of creating all tickets in the
> support pool before moving to a
> >    different queue. This means that users who reply to
> support at example.com after having the
> >    ticket moved will actually duplicate a new ticket with a new ID as
> their original ticket is
> >    now at queue2 at example.com.
>
> This isn't how a properly configured RT works.
> Are your users removing the Subject Tag?
>
> The [sitename #1234] in your email subjects allow RT to route email
> sent to support at example.com back to the ticket which has been moved to
> queue2.
>
> -kevin
>
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