[rt-users] Emails to Queue Alias, still merge to other queue

[Emmanuel Lacour]

Le 09/10/2014 21:41, Root Kev a écrit :
> Hello,
> 
> We have setup aliases for sendmail that route incoming emails to the
> correct queue:
> Example:
> 
> #RT Mailgate user for "it"
> it: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url
> http://tracker.company.net/rt"
> it-comment: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action comment
> --url http://tracker.company.net/rt/"
> 
> #RT Mailgate user for "production"
> production: "|/opt/rt4/bin/rt-mailgate --queue 'production' --action
> correspond --url http://tracker.company.net/rt""
> production-comment: "|/opt/rt4/bin/rt-mailgate --queue production
> --action comment --url http://tracker.company.net/rt/"
> 
> 
> We have started having an issue when an internal user forwards an email
> with [ company.com <http://company.com> #1234] that they have been CCed
> on, to a production support queue by changing the To address to the
> email address for that queue, but RT is seeing the original ticket
> number in the subject and is merging the email with the comment to the
> original ticket.
> 
> This has caused comments meant for internal users, ie: "Is this a bug?"
> to be sent to a customer unintentionally.
> 
> Is there any way to force RT to respect the incoming email/queue from
> rt-mailgate over merging by the ticket numbers (when this type of thing
> occurs)?
> 


no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or
disallow the user to send a mail to a queue where the ticket doesn't
belong to, by writing a MailPlugin
(http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS).


-- 
Easter-eggs                              Spécialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com