[rt-users] Two emails assigned to the same queue

Sun Sep 4 18:01:22 EDT 2016

The short answer is: yes.

Sending email to a queue is configured using the RT's mail gateway in
combination with standard linux utilities like fetchmail or getmail. The
basic workflow is:

mail sent to queue mailbox -> getmail collects from mailbox -> getmail
hands new emails to rt-mailgate -> rt-mailgate creates ticket in queue

For multiple addresses to send to the same queue, you simply configure
multiple mailboxes, and tell getmail to collect from them all, handing over
to rt-mailgate that is configured to insert into the same queue.

Note that the above does not depend on the "Reply Address" or "Comment
address" in the GUI queue configuration form for the email address to be
used. The email addresses in those fields, as far as I understand it, are
used by your Privileged users to insert correspondence or comments into
tickets. Someone with more experience might want to correct or confirm that.

On Sat, 3 Sep 2016 at 01:43 Renos Nikolaou <rnikolaou at odysseyconsultants.com>
wrote:

> Hello all,
>
>
>
> I would like to know if it’s possible to have two email addresses assigned
> to the same queue ?
>
> For example, when a user send an email either to user1 at domain.com or
> user2 at domain.com a ticket will be created in the same QUEUE.
>
>
>
> I created a queue and on the Reply Address field i used (, | ;) between
> the two emails (Ex. user1 at domain.com,user2 at domain.com ) ,but the
> following notice occurred:
>
> "RTAddressRegexp option in the config doesn't match user1 at domain.com,
> user2 at domain.com"
>
>
>
> Could you please advise ?
>
>
>
> Thank you!,
>
>
> Renos Nikolaou
> Escalation Engineer
> rnikolaou at odysseyconsultants.com
>  Extension: # 153
> 1, Lefkos Anastasiades Street, 3rd Floor, 2012 Strovolos, Nicosia *Tel.:*
> +357 22463600
> <http://www.odysseyc.com/cloudservices/SIEM/>
>
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