[rt-users] One email address, two queues

[Mathew Snyder]

How would the aliases file be configured for this.  As it is, CustomerCare uses
"--queue customercare"  while CCEng uses "--queue cceng".

Keep up with me and what I'm up to: http://theillien.blogspot.com


Roy El-Hames wrote:
> Hi Matthew;
> I think this is default behaviour (unless I misunderstood your
> question), as soon as the ticket is created and your customer replies to
> the auto-responder, RT will understand this correspondence belongs to an
> existing RT ticket based on the subject line (your rt #ticket number)
> .... if you are concerned about the from address I think (I did  n't try
> it) you can set the Reply Address on both your queue to
> customercare at company.com
> 
> Regards;
> Roy
> 
> Mathew Snyder wrote:
>> I searched through the archives but didn't see anything that may have
>> pertained
>> to this.
>>
>> I have two queues: CustomerCare and CCEng (CustomerCare for
>> Engineering).  Is it
>> possible to have one email address for both of these queues so that if
>> a ticket
>> is moved from one queue to the other it can still be handled using a
>> single
>> email address?
>>
>> To clarify, suppose I have a ticket.  It is sent in from the customer to
>> customercare at company.com.  This places it in the CustomerCare queue. 
>> It then
>> gets moved to CCEng as it is an engineering related request.  After
>> moving it to
>>  the CCEng queue, the customer sends in a comment on it via
>> customercare at company.com and it reaches the ticket in CCEng.
>>
>> Possible or no?
>>
>> Thanks,
>> Mathew
>>   
> 
>