[rt-users] Using 2 mail address for all ques

Trev trevor at onepost.net
Tue Dec 29 13:30:58 EST 2015


  RT parses the ticket id in the subject line to then apply the comments or
correspondence based on the correct ticket id number (located in the
subject line).

  I am using fetchmail as well... without problems at this point... running
on debian.

  As I add queues, I am sure to keep the default Reply Address and Comment
Address address fields blank and RT will use the defaults.

  Currently have about 40 queues, some are using email accounts to create
tickets with, some are not, but every queue uses the default Reply Address
and Comment Address.

  Rt 4.10.12 on Debian.

   I hope this helps.


On Tue, Dec 29, 2015 at 3:03 AM, Asanka Gunasekera <
asanka_gunasekera at yahoo.co.uk> wrote:

> Hi Trevor, thank you for the reply, that is great! but as per
> http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427
> RT users the mail address in a particular way to sort the correspondence
> and comments, does this works in your case?
> I am using fetchmail to retrieve mail, do I need to change the mail
> client? Can you direct me to an document to get this going?
> I am sorry if this sounds out of the way, what are the precautions that I
> need to change the current set-up?
> Thanks and Best Regards
> --------------------------------------------
> On Mon, 28/12/15, Trev <trevor at onepost.net> wrote:
>  Subject: Re: [rt-users] Using 2 mail address for all ques
>  To: "Asanka Gunasekera" <asanka_gunasekera at yahoo.co.uk>
>  Cc: "RT-List" <rt-users at lists.bestpractical.com>
>  Date: Monday, 28 December, 2015, 19:31
>  You can
>  use a shared rt-correspondance@ and rt-comment@ address. RT
>  will use the ticket # when reading to modify the ticket
>  accordingly.
>  I have about 30
>  or so queues, and I use common rt-correspondance@  and
>  rt-comments@ as you are asking about, without
>  issue.
>  Trev
>  On Mon, Dec 28, 2015 at
>  6:42 AM, Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
>  wrote:
>  Hi just
>  wondering whether it is possible to use just 2 email
>  addresses for all the queues. Once for correspondence and
>  another for comment. In my RT implementation I have about 25
>  queus and each queue needs minimum of 1 dedicated mail
>  account. If above is possible please let me know guide hot
>  to achieve this!
>  Thanks and Regards
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