[rt-users] Mail via ticket ID rather than queue

[Kevin Falcone]

On Wed, Sep 04, 2013 at 12:53:29PM +1000, Sam Wilson wrote:
>    Hi rt-users,
>    I have configured a multiple queue RT instance with mailgate as follows, we create new tickets
>    in the support queue before moving them to specific queues to be worked on and closed.
>    support at example.com
>    queue1 at example.com
>    queue2 at example.com
>    By itself mailgate is working fine. For example I can raise a ticket directly in queue1 via
>    email.
>    The issue is around the process of creating all tickets in the support pool before moving to a
>    different queue. This means that users who reply to support at example.com after having the
>    ticket moved will actually duplicate a new ticket with a new ID as their original ticket is
>    now at queue2 at example.com.

This isn't how a properly configured RT works.
Are your users removing the Subject Tag?

The [sitename #1234] in your email subjects allow RT to route email
sent to support at example.com back to the ticket which has been moved to
queue2.

-kevin
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