[rt-users] Help with webrt

[Ruslan U. Zakirov]

Phillip Leremi wrote:

> 
> 
> Ruslan U. Zakirov wrote:
> 
>> Phillip Leremi wrote:
>>
>>>
>>>
>>> Hi i new to the list and sorry if this has been asked before.
>>>
>>> I run a box with the following:-
>>> Redhat 9.0
>>> RT-3.0.9
>>> Fetchmail which comes with Redhat 9.0
>>>
>>> 1.so my problem is that i'm trying to use fetchmail to get mail from 
>>> the server to WebRT I have 4 queues and one main email address which 
>>> all my clients know so i don't want to confuse my client by giving 
>>> them 4 different email address, so what i want is that when i receive 
>>> an email i want the email to go to the right queue so how do i do that?
>>
>>
>> And how do you think RT should identify queue? Header? Subject? Body?
>> I think that it's fine with followups, but for first request RT must 
>> identify queue somehow.
> 
> 
> so what u are saying is that it's not possible what i want to do?So can 
> I move the request to the correct queue manual.
You could move it manual.
Do next test to be sure:
1) Create new test ticket in queue1 with mail.
2) move it to queue2
3) try to folowup with reply by email.
4) If RT attached followup to ticket, then you could use this aproach. 
If RT created new ticket from followup then it's bad.
> 
>>>
>>> 2.The other thing that i want to know is that is it possible to have 
>>> time worked =15 minutes by default?
>>>
I think you could add:

$ARGS{UpdateTimeWorked} |= 15;

Just in the beginning of <%INIT> block of share/html/Ticket/Update.html
>>
>>
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