[rt-users] Re-directing mails/requests sent to the wrong RT Queue

[Kenneth Crocker]

Tom,

This can be done. We do it with a scrip that evaluates the "From" email
address and sets the ticket owner and Queue based on that value.

Kenn
LBNL


On Wed, Sep 8, 2010 at 2:17 AM, Tom Sylwestrowicz <tsylwest at ripe.net> wrote:

> Hi there,
>
> This is more of a "can you do this with RT?" kind of question.
>
> Scenario:
>
> 1. Someone external (Joe Bloggs) sends an e-mail requesting a service to
> Operations at blah dot net.
> 2. The ticket ends up in the Operations RT queue.
> 3. Operations does not provide this service, therefore need to forward
> the original request to the Service department (they don't use RT)
>
> What I want to do is to be able to re-direct this request, using RT, to
> the Services department, making it look like it came from Joe Bloggs.
>
> I've seen the option to forward tickets to e-mail addresses, but this
> makes the Operations Queue look like the sender. So when the Services
> team gets the forwarded ticket, their non-RT ticketing system sends an
> auto reply to the Operations queue and not to Joe Bloggs.
>
> My question is, does RT (our version is 3.8.2) have the functionality to
> forward this ticket *as* the original requestor? In this case as Joe
> Bloggs.
>
> If the functionality is not built in, will it take a lot of coding to
> get this to work?
>
> Best Regards,
> Tom
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20100908/742b040f/attachment.htm>