[rt-users] Adding support@ emails to queue

[Mike Johnson]

Need to give more info Kevin,
 
where are the replies going to?
what is setup in RT for the reply email address?
how are the end users even getting the proper ticket number? are they putting it in the subject line correctly? (e.g. [your.rt.name #ticketnumber] )
 
If it is setup to fetch the emails, it's simple configuration to get the replies to work.  I'd suggest the RT Essentials book from O'Reilly, it walks through how to do this.
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> Kevin Bailey <kbailey at freewayprojects.com> 13/10/2009 7:02 am >>>
Hi,

We have a system which was set up by another admin to create new tickets when an email is received at support at example.com.

A ticket is then created in a default queue.  

However, replies to emails with the ticket number do not get added to the ticket.

The system has been set up to use fetchmail polling the server.

Since we use Postfix and the system is a default Debian set up what would be the best way to implement tickets being automatically generated and replies being added to the ticket.

It looks to me from the docs that aliasing should be able to do the trick - but I'm wondering why the admin decided to use fetchmail.  Also, I believe procmail is a possible way to do this.

Any pointers gratefully received,


-- 
Kevin Bailey 
Director/Programmer - Freeway Projects Limited 
Web: www.freewayprojects.com ( http://www.freewayprojects.com/ ) 
Email: kbailey at freewayprojects.com 
Phone: +44 (0)1752 267090 
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