[rt-users] Multi Queue Management - Tickets copy to other queue

Ruslan Zakirov ruz at bestpractical.com
Sat Mar 31 12:42:59 EDT 2012


Moving ticket when cc is set to a different queue wouldnt be hard to
implement with a scrip. However, default notification scrips will act
before move. Is it enough for you?

Ruslan from phone.
30.03.2012 12:56 пользователь "Stephane Masse" <stephane.masse at rmit.edu.vn>
написал:

> Hi, ****
>
> ** **
>
> I have an instance of RT 4, with different queues in the system for
> different emails (IT at ... HR at ...)****
>
> When I try to reply to a requestor, I can CC one more department, but RT
> don’t create the ticket, due to the loop prevention mechanism****
>
> I disable the loop prevention, then RT merge the ticket due the subject
> Tag. So both are not what I expected****
>
> ** **
>
> We also try 2 extensions but cannot achieve to transfer tickets between
> queues by CCs.****
>
> Anyone have the same scenario, or RT is not capable to handle multi queue ?
> ****
>
> What is the best approach, scripting, extensions, modify the source of
> email.pm, sendmail.pm or emailparser.pm ?****
>
> ** **
>
> Regards****
>
> * *
>
> *Stephane Masse*
>
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