<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><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0cm;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-fareast-language:EN-US;}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:"Courier New";
color:windowtext;}
.MsoChpDefault
{mso-style-type:export-only;
font-family:"Calibri","sans-serif";
mso-fareast-language:EN-US;}
@page WordSection1
{size:612.0pt 792.0pt;
margin:70.85pt 70.85pt 70.85pt 70.85pt;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]--></head><body lang=SK link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>Hello,<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>Description of environment and setup (see diagram here: http://img262.imagevenue.com/img.php?image=867879360_rt_122_150lo.jpg):<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>A) single point of contact - only one e-mail address for helpdesk: help@domain.tld (with web form frontend which is preferred)<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>B) data from web form are sent through mail to help@domain.tld<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>C) web form is custom web page, it cannot be RT's web UI<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>D) form has custom field which should be used to route tickets to appropriate queue<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>E) RT should fetch e-mail from SMTP server using IMAPS<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>F) RT should send notification and ticket updates using external SMTP/SSL server, sender e-mail address must be help@domain.tld<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>Questions:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>1) how to configure MailGate in this setup?<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>2) how to configure D) option (custom field data can be inserted in body of message or as custom X-Flag in e-mail headers)?<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>Please do provide comprehensive answers.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>Thank you very much!<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>Best regards,<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-family:"Courier New"'>Msh<o:p></o:p></span></p><p class=MsoNormal><span style='font-family:"Courier New"'><o:p> </o:p></span></p></div></body></html>