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

[Guadagnino Cristiano]

> 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
>

Ken, thank you for your reply.
This is what we do if it is immediately apparent to us that the request 
should be routed to another division.

Probably my example was a bit too simplistic, however the fact is that 
sometimes the requestor feels the urge to reissue a rejected request to 
a different division.

In that case we're out of luck, as we see the ticket re-opening the old 
thread, instead of opening a new ticket in another queue.

Any other suggestions?

Bye
Cris