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

Root Kev root.kev at gmail.com
Wed Oct 15 16:59:19 EDT 2014


Any chance you could point me in the right direction as to how to patch
Email.pm to do the routing based on recipient email address?

It would be impossible to manually block individual users from each queue
that they are not suppose to email to, especially when we have customer
support type queue.

Thanks,

Kevin

On Wed, Oct 15, 2014 at 4:23 AM, Emmanuel Lacour <elacour at easter-eggs.com>
wrote:

> 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
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20141015/0fc24334/attachment.html>


More information about the rt-users mailing list