[rt-users] Dealing with forwarded tickets from one queue to another

[Martin Wheldon]

Hi Sean,

Looks like you are looking to create a workflow in RT. Have a look at 
the following wiki page.

http://requesttracker.wikia.com/wiki/WorkFlow

You will need to close the old email and autocreate a new ticket in the 
relevant queue.

Hope this helps

Martin Wheldon

On 2013-01-15 17:33, Sean Purdy wrote:
> Hi,
>
>
> We have a situation where someone gets mail sent to them from one
> queue, and needs to forward it to a different queue as a new ticket.
> e.g. for forwarding to a support queue.  Currently RT will interpret
> the incoming mail as an update to the original ticket instead of
> creating a new ticket in the other queue.
>
> Is there any way around this?  RT knows the old ticket ID from the
> Subject, and the new queue it's being submitted to.
>
> Currently looking at patching Interface/Email.pm and using
> $SystemTicket->id vs $args{'queue'}
> but perhaps this has been covered before?
>
>
> Thanks,
>
> Sean Purdy
> !DSPAM:9,50f58a9733235687925207!