[rt-users] auto forward tickets/replies to specific users

[Mathieu Longtin]

You can setup a script so that on creation of a ticket, the CC of the queue
are notified.

Then, in the queue configuration, add the people who would normally receive
email to the mailing list as CC.

--
Mathieu Longtin
1-514-803-8977


On Mon, Sep 8, 2008 at 3:49 AM, David Burrows <davidb at vuetec.com> wrote:

> We maintain several support@ email addresses, which at the moment get
> sent via distribution lists to our various support people.  We wish to
> transition from this setup, to hopefully, an RT setup.
>
> In order to this, we would like the ability to have a copy of each
> ticket/response forwarded to an address AFTER the ticket/response has
> been added to the queue.
>
> eg.  Customer Tim sends "help me" to support at mydomain.com
> The following ticket "[mydomain.com #12345] help me" is created, and a
> copy of this ticket is emailed to supportcopy at mydomain.com (WITH the
> modified subject)
>
> This way, anyone who receives "supportcopy at mydomain.com", if they were
> to reply to this email (and cc the reply back to support at mydomain.com)
> .. then the reply will get linked to the appropriate ticket.
>
> Ultimately, when everyone is comfortable with using the new RT system,
> they can be removed from the "supportcopy at mydomain.com" list, and use
> the web interface instead.
>
> Thanking anyone kindly for any assistance they can give in advance. :)
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