[rt-users] How RT know it's new or not ticket

[Jeffrey Pilant]

Albert Shih writes:
>I would like to know on which header/subject RT know a incomming mail
>(throught rt-mailgate) is a answer to a old ticket.
>
>I ask that because I got this problem :
>
>  2 queues on our RT. One open ? A??, one ??B ??mostly close strict
>
>  A ticket is created in B.
>
>  Some user (rt user) forward the message from RT to user X.
>
>  X answer to this message, but he not allow to answer on this queue (he's
>  not a Cc).
>
>  So RT answer to X with a ? permission denied ??message.
>
>  X try to forward (yes a true forward throught the mta) this message
>  to queue A and also get a permission denied.
>
>  I check inside the log of RT, and see the RT still think the forwarded
>  message is a answer to queue B.

The design of RT will route email with a subject containing the ticket number to the queue where the ticket is.  If that is in a queue the email sender is not allowed, then you get permission denied messages.  This routing overrides the named queue routing based on the email address.

To solve this, either grant permission, remove the ticket number (and break the connection to the existing ticket), or reply to someone who has access so that they can forward to RT.

/jeff
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