We have two separate queues for two different departments, let’s say IT and Accounting.
Accounting has a computer problem and opens a ticket to IT queue via email. We reply to the ticket from the web interface and problem is resolved.
When we reply or resolve the ticket, RT does not include the accounting email address in the recipients, because it exists in the $RTAddressRegexp configuration value.
As a workaround i can remove it from $RTAddressRegexp and filter the emails using mailbox rules but it still feels dangerous.
I there any other way to be able to reply to another queue’s email address ?