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

Root Kev root.kev at gmail.com
Mon Oct 20 11:01:20 EDT 2014


Hello Kevin,

The issue is when some who is an adminCC on a support queue then forwards
the ticket email (without removing the ticket number) to a engineering
queue email, expecting only the engineers to see it, but because it still
has the same ticket ID in the subject RT is merging it back to the original
customer support queue, with embarrassing results (customer gets email
intended for internal only).

Thanks,

Kevin

On Thu, Oct 16, 2014 at 12:11 PM, Kevin Falcone <falcone at bestpractical.com>
wrote:

> On Wed, Oct 15, 2014 at 10:23:48AM +0200, Emmanuel Lacour wrote:
> > > 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)?
>
> As I believe has been said, but I'll repeat it.
> Using the ticket id instead of the incoming email is a feature of RT.
>
> For example, it allows me to move a ticket from development to sales
> when we need to get something quoted back and a user can email any
> address and have it routed.
>
> > 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
> ).
>
> Alternately, you can use the same code used by the RepliesToResolved
> plugin which forces new ticket creation if the replied to ticket is in
> an inactive state.
>
> https://github.com/bestpractical/rt-extension-repliestoresolved
>
>
> http://bestpractical.com/docs/rt/latest/RT/Interface/Email.html#ExtractTicketId
>
> Hopefully soon we'll release a backport of the new gateway we're
> developing for 4.4 which would also make plugging this in easier.
>
> -kevin
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>
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