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<div class="moz-cite-prefix">On 28-7-2015 15:34, Jeff Smith wrote:<br>
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<p class="MsoNormal">Greetings,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I have installed RT and have successfully
created the users and queues I need to begin managing
requests. Emails addressed to
<a moz-do-not-send="true" href="mailto:queuename@myrt.blah">queuename@myrt.blah</a>
create a ticket and the autoreply generates exactly as
expected.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">For consistency on the user side (and a
management edict), I’ve been told that I have to maintain my
existing support email addresses. So, I must redirect
messages send to
<a moz-do-not-send="true"
href="mailto:myoldhelpdeskemail@mymailserver.net">myoldhelpdeskemail@mymailserver.net</a>
to
<a moz-do-not-send="true" href="mailto:queuename@myrt.blah">queuename@myrt.blah</a>
. I will have to do this for at least three queues. I have
done this with an Exchange inbox redirect rule.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">When I do this, tickets create, but the
autoresponse doesn’t fire.
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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Look at the headers of the redirected email. I suspect that bulk
preference is set and RT doesn't autoreply to such emails.<br>
<br>
Joop<br>
<br>
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