<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii"><meta name=Generator content="Microsoft Word 14 (filtered medium)"><style><!--
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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>Following the below discussion, any update with the current RT V4 ?<o:p></o:p></p><p class=MsoNormal>It seems to be impossible to forward tickets, or CC another queue when reply to the ticket.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>The only option is to have different instance of RT, independent system ?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>[rt-users] RT-Send-CC - mail is lost<o:p></o:p></p><p class=MsoNormal>Kevin Falcone falcone at bestpractical.com<o:p></o:p></p><p class=MsoNormal>Tue Feb 23 16:35:44 EST 2010<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal> Previous message: [rt-users] RT-Send-CC - mail is lost<o:p></o:p></p><p class=MsoNormal> Next message: [rt-users] RT-Send-CC - mail is lost<o:p></o:p></p><p class=MsoNormal> Messages sorted by: [ date ] [ thread ] [ subject ] [ author ]<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>On Tue, Feb 23, 2010 at 05:37:39AM -0800, Miroslav Horvath wrote:<o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> Hello<o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> We found one thing which we don/t know what to do. <o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> In RT 3.8.4. we have 10 different queues, where each queue has different<o:p></o:p></p><p class=MsoNormal>> email address. <o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> We found a problem, that when someone in one queue resolves the ticket, and<o:p></o:p></p><p class=MsoNormal>> put into One time CC email address of another RT queue, the mail is sent<o:p></o:p></p><p class=MsoNormal>> out, but is not created in that 2nd queue as new ticket. <o:p></o:p></p><p class=MsoNormal>> It seems it's lost or so. <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Check your logs, and make sure OwnerEmail is configured<o:p></o:p></p><p class=MsoNormal>When 3.8.8 is released, RT will actually start telling you that you're<o:p></o:p></p><p class=MsoNormal>doing something illegal (asking it to send mail to itself, setting up<o:p></o:p></p><p class=MsoNormal>a potential loop)<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>-kevin<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>> Normally, RT works like, that when it founds in subject some ticket ID, it<o:p></o:p></p><p class=MsoNormal>> adds this email to that ticket. <o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> Is there some way, that when someone closes ticket in one queue, and put<o:p></o:p></p><p class=MsoNormal>> into One Time CC email address of another queue, the new ticket will be<o:p></o:p></p><p class=MsoNormal>> created in that queue and not added into original ticket according to<o:p></o:p></p><p class=MsoNormal>> subject. <o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> But, we still want to keep the option, that when someone replies to some<o:p></o:p></p><p class=MsoNormal>> ticket, within same Queue (same email address of that queue) the email will<o:p></o:p></p><p class=MsoNormal>> be put into this ticket. <o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> Example: <o:p></o:p></p><p class=MsoNormal>> Queue 1 has email address billing at zse.sk <o:p></o:p></p><p class=MsoNormal>> Queue 2 has email address outboundcckont at zse.sk<o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> In queue1 agent resolved the ticket, and put into One time CC the email<o:p></o:p></p><p class=MsoNormal>> address of queue2. <o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> Normally, it sends out email with subject together with original ticket ID.<o:p></o:p></p><p class=MsoNormal>> We expect, that in the queue2 new ticket will be created. But nothing<o:p></o:p></p><p class=MsoNormal>> happen. No new ticket in queue2 or, original ticket is not updated with this<o:p></o:p></p><p class=MsoNormal>> comment (based on ticketID). <o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> When some normal user replies to some email from RT, it pastes his email to<o:p></o:p></p><p class=MsoNormal>> the ticket, so the Reply funcionality works. <o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> But the way between 2 queues within RT seems difficult. <o:p></o:p></p><p class=MsoNormal>> http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg <o:p></o:p></p><p class=MsoNormal>> <o:p></o:p></p><p class=MsoNormal>> Configuration of our RT. <o:p></o:p></p><p class=MsoNormal>> http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html<o:p></o:p></p><p class=MsoNormal>> Configuration%5B1%5D.html <o:p></o:p></p><p class=MsoNormal>-------------- next part --------------<o:p></o:p></p><p class=MsoNormal>A non-text attachment was scrubbed...<o:p></o:p></p><p class=MsoNormal>Name: not available<o:p></o:p></p><p class=MsoNormal>Type: application/pgp-signature<o:p></o:p></p><p class=MsoNormal>Size: 195 bytes<o:p></o:p></p><p class=MsoNormal>Desc: not available<o:p></o:p></p><p class=MsoNormal>URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20100223/28760987/attachment.pgp><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal> Previous message: [rt-users] RT-Send-CC - mail is lost<o:p></o:p></p><p class=MsoNormal> Next message: [rt-users] RT-Send-CC - mail is lost<o:p></o:p></p><p class=MsoNormal> Messages sorted by: [ date ] [ thread ] [ subject ] [ author ]<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>More information about the RT-Users mailing list<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Regards<o:p></o:p></span></p><p class=MsoNormal><b><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif"'><o:p> </o:p></span></b></p><p class=MsoNormal><b><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Stephane Masse<o:p></o:p></span></b></p></div></body></html>