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<TITLE>How to optimize mail address to open a ticket?</TITLE>
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<P><FONT SIZE=2 FACE="Arial">Hello all,</FONT>
<BR><FONT SIZE=2 FACE="Arial">I'm testing RT 3.6.1 on fc6 with mail gateway functionality.</FONT>
<BR><FONT SIZE=2 FACE="Arial">Mailserver on rt server is sendmail provided by fc6.</FONT>
<BR><FONT SIZE=2 FACE="Arial">At this moment unique aliases defined on it are the default ones:</FONT>
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<P><FONT SIZE=2 FACE="Arial">rt: "|/etc/smrsh/rt-mailgate --queue General --action correspond --url </FONT><A HREF="http://localhost/rt3"><U><FONT COLOR="#0000FF" SIZE=2 FACE="Arial">http://localhost/rt3</FONT></U></A><FONT SIZE=2 FACE="Arial">"</FONT>
<BR><FONT SIZE=2 FACE="Arial">rt-comment: "|/etc/smrsh/rt-mailgate --queue General --action comment --url </FONT><A HREF="http://localhost/rt3"><U><FONT COLOR="#0000FF" SIZE=2 FACE="Arial">http://localhost/rt3</FONT></U></A><FONT SIZE=2 FACE="Arial">"</FONT>
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<P><FONT SIZE=2 FACE="Arial">Users' mail server is exchange 2003 on another server that is the official one for our domain.</FONT>
<BR><FONT SIZE=2 FACE="Arial">I have configured rules on both exchange and rt server so that a user can send an e-mail to a particular defined exchange contact to open a ticket (that forward to rt @ rt server).</FONT></P>
<P><FONT SIZE=2 FACE="Arial">All is ok in the bi-directional e-mail flow during ticket opening and closing operations. </FONT>
<BR><FONT SIZE=2 FACE="Arial">Through reading docs and archives I have some questions:</FONT>
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<P><FONT SIZE=2 FACE="Arial">1) When a user opens a ticket probably knows the type of problem (hw, sw, office configuration, internet connection, ecc.).</FONT></P>
<P><FONT SIZE=2 FACE="Arial">So it would be useful to let the users try to open a ticket in a particular queue (eventually then the ticket owner can change it if wrong).</FONT></P>
<P><FONT SIZE=2 FACE="Arial">At the same time it is difficult to convince users to send e-mails to possibly 5-10 different e-mail address depending on the queue…</FONT></P>
<P><FONT SIZE=2 FACE="Arial">Furthermore, configuring a different alias for every defined queue seems a little boring.</FONT>
<BR><FONT SIZE=2 FACE="Arial">Any way to have instead the users insert anything into the subyect line, like [queue-name] or similar, or in the body of the mail, so that the ticket could be opened in that particular queue? And changing accordingly the alias line?</FONT></P>
<P><FONT SIZE=2 FACE="Arial">2) When a guy takes in charge a ticket, can he/she assign (or change) in the same step also the queue? I didn't find this option into the web page... </FONT></P>
<P><FONT SIZE=2 FACE="Arial">Also it seems that the queue can be changed only when you make a comment and not when you make a Respond action… </FONT>
<BR><FONT SIZE=2 FACE="Arial">Or ar there any other correct ways to change/assign a queue to a ticket?</FONT>
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<P><FONT SIZE=2 FACE="Arial">Thanks for your help.</FONT>
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<P><FONT SIZE=2 FACE="Arial">Bye,</FONT>
<BR><FONT SIZE=2 FACE="Arial">Gianluca </FONT>
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