[rt-users] Emails to Queue Alias, still merge to other queue

[Mike Johnson]

This may not be the best solution, but it would be a solution.

If you had each queue in it's own instance, or at least grouping the queues
into their own instances of RT in which each queue in RTinstance1 would
never have an email forwarded to any other queue in RTinstance1...

Again, probably isn't what you'd like to do, but it is possible to prevent
the problem you are having by doing this.
Mike.

On Wed, Oct 15, 2014 at 4:23 AM, Emmanuel Lacour <elacour at easter-eggs.com>
wrote:

> Le 09/10/2014 21:41, Root Kev a écrit :
> > Hello,
> >
> > We have setup aliases for sendmail that route incoming emails to the
> > correct queue:
> > Example:
> >
> > #RT Mailgate user for "it"
> > it: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url
> > http://tracker.company.net/rt"
> > it-comment: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action comment
> > --url http://tracker.company.net/rt/"
> >
> > #RT Mailgate user for "production"
> > production: "|/opt/rt4/bin/rt-mailgate --queue 'production' --action
> > correspond --url http://tracker.company.net/rt""
> > production-comment: "|/opt/rt4/bin/rt-mailgate --queue production
> > --action comment --url http://tracker.company.net/rt/"
> >
> >
> > We have started having an issue when an internal user forwards an email
> > with [ company.com <http://company.com> #1234] that they have been CCed
> > on, to a production support queue by changing the To address to the
> > email address for that queue, but RT is seeing the original ticket
> > number in the subject and is merging the email with the comment to the
> > original ticket.
> >
> > This has caused comments meant for internal users, ie: "Is this a bug?"
> > to be sent to a customer unintentionally.
> >
> > Is there any way to force RT to respect the incoming email/queue from
> > rt-mailgate over merging by the ticket numbers (when this type of thing
> > occurs)?
> >
>
>
> no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or
> disallow the user to send a mail to a queue where the ticket doesn't
> belong to, by writing a MailPlugin
> (http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS
> ).
>
>
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-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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