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

Kevin Falcone falcone at bestpractical.com
Wed Sep 4 21:36:21 EDT 2013

On Thu, Sep 05, 2013 at 08:10:37AM +1000, Sam Wilson wrote:
>    Turns out this was a pebkac issue for me. We had set a SubjectTag for each queue rather than
>    using the sitename. After removing the individual subjecttags this is working correctly.

Subject Tags, set on the Queue Admin page, work fine for the scenario
you describe, we use them in production today with tickets that move
across Queues and are sent to old email addresses.

RT looks for the $rtname, $EmailSubjectTagRegex and every queue
subject tag configured in the system

I expect you have a misconfiguration or custom local development.


>    On Thu, Sep 5, 2013 at 5:19 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
>      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.
>      > [2]support at example.com
>      > [3]queue1 at example.com
>      > [4]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 [5]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 [6]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 [7]support at example.com back to the ticket which has been moved to
>      queue2.
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