Bounce messages back to senders, bounce using template?

RT Users
1

We have an RT 4.4.1 instance here where the primary method of interaction is email. We have “dispatch” queues, where customers can email into the system & have their tickets created. The tickets are then moved to the “work queues” where employees can perform work. Daily, we have customers emailing the work queue addresses with new requests & each one generates an email to “root” that a ticket can’t be created.

Is there an extension/configuration/scrip I can use that will either:
-bounce the error message back to the sender versus root
-send a “your request cant be processed because…” template message to the user
-change the queue to a single known dispatch queue and permit the ticket to be created

I’m trying to get the department to move away from this model & just have the work queues but it’s being met with resistance. I need some way to help deal with these bounce messages automatically.

2

Is it possible for some people to email the work queues to create tickets? If not, what I’d do is set up the mailgate to have the --queue option be a dispatch queue even for the work queue email addresses. If RT finds a subject tag with a ticket id in the subject, it doesn’t care what the --queue option is set to, it will put the correspondence on the correct ticket. And then all emails without a subject tag will go in to the specified --queue.

3

That is a brilliant idea, and I hadn’t thought of that. I’ve got a lab version of our ticket system set up. I can test it out there before I deploy it but this is a drastically simpler solution than what I had in mind. Thank you!!