[rt-users] rt-mailgate question.

[Philippe Van Hecke]

Le Mercredi 8 Octobre 2003 23:27, John Jasen a écrit :
> On Wed, 8 Oct 2003, Philippe Van Hecke wrote:
> > There is something that i don't correctly understand with the
> > rt-mailgate. It is necessary that each queue have its own alias or mail
> > address for sending reply,comment or create ticket ?
>
> reply: no
> comment: no
> create: yes
>
> Ummm ...  mroe accurately, there are instructions for procmail and
> rt-mailgate, but I've not implemented it.
>
> > I have a email address like support at foo.bar  where all ticket transaction
> > will be sent.
> > In case of a new ticket ( no ticket reference in the subject ) a new
> > ticket is create in a default queue "support".
>
> You can do that.
>
> > After some analayses and classification the ticket change to other queue
> > let say "postmaster".
>
> And that.
>
> > All new mail transaction on ticket should be done using the same email
> > address as the one used for the ticket creation.
> >
> > Is this kind of configuration can be done ?
>
> I believe so. If you set in your queue configuration that replies and
> comments should go out as support at foo.bar, thats what the recipients will
> see. And as long as [domainname.tld #ticketnumber ] is in the subject when
> the rt alias gets it, it will add to the appropriate ticket.

Even if the ticket changed queue ? 
To be more precise 

if for alias foo at bar i have the following entry

foo "|/opt/rt3/bin/rt-mailgate --queue support --action correspond --url 
http://localhost/"

does the ticket will be udpated even the ticket are in queue "postmaster" ?






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