[rt-users] Ticket replies not going to another queue

[ktm at rice.edu]

On Fri, May 30, 2014 at 12:56:17PM +0000, Guadagnino Cristiano wrote:
> Hi all,
> RT usage is taking off lately here: we started with one division using 
> it, and now there are four divisions using it and a fifth coming soon.
> 
> We have been using just one RT instance, using groups and ACLs to 
> separate the queues of one division from the others.
> Every division has its own email address that forwards to RT, and 
> everything has been working very well till now.
> 
> However, we have had a little nuisance that is slowly becoming bigger 
> due to the increased number of users and requestors.
> 
> The problem arises when one requestor (requestors often are completely 
> unaware of the fact we are using RT internally) send a ticket to a 
> division, and that division replies that the request should be made to 
> another division. At this point, the requestor often takes the reply and 
> forwards it to the other division, leaving it intact.
> Now, if the other division is using RT, the mail message from the 
> requestor is again turned into a ticket and - due to the fact that it 
> already contains a ticket number - it is appended to the old ticket 
> thread instead of creating a new ticket in the other division's queues.
> 
> Is anybody having this issue? How did you solve it?
> 
> Ideally I think RT should append to the original ticket only if the 
> receiving address is the same as the original ticket. Or at least, this 
> is how it could work in our environment. Anybody foreseeing possible 
> problems with this approach?
> 
> Thank you in advance.
> Bye
> Cris

Hi Cris,

We a more general Helpdesk as one of the areas using RT and they have
the rights to put a ticket in any of the other areas' submission queues.
Then if something is mis-routed, we just drop it in the Helpdesk submission
queue for re-routing.

Regards,
Ken