Configuration problems with rt 1.0.4

RT Users
1

Hi,

Maybe I’m overlooking something, but I can’t seem to find the problem.
I have a setup with one queue “help”, and non-members are allowed to
create requests. The docs say “if you want tickets to be auto-created,
comment is the right choice”.

So I created an aliases which calls “rt-mailgate help comment”. But when
I send email to this adress, RT responds with an error “no ticket number
associated with your request”.

So I changed the alias to say “rt-mailgate help correspond”. This way
the ticket is auto-created, but now, the From-address is the queue email
alias. This prevents queue-members to comment on requests via mail,
since every reply is regarded as correspondation, because it is
processed by the “help”-alias.

I thought it may be possible to have users request something, comment on
it internally and then correspond with the user, but I seem to overlook
something. Or am I asking something that isn’t possible with RT?

Do queue members always have to change the reply-address to force a
comment instead of correspondation? Or can I add Reply-To-headers is
some way to get the desired behaviour?

Thanks in advance,

Martin Schapendonk

Martin Schapendonk, martin@schapendonk.org, Phone: +31 (0)6 55770237
Student Information Management and Technology at Tilburg University
WEBMaster of the Students-WWW-server stuwww.kub.nl / PGP on request

2

Martin Schapendonk wrote:

Do queue members always have to change the reply-address to force a
comment instead of correspondation? Or can I add Reply-To-headers is
some way to get the desired behaviour?

What I did to get around this:

  • create an alias “help-comment” that calls mailgate with a “comment” arg
  • create an alias “help” that calls mailgate with a “correspond”
  • set the queue alias in RT Admin to “help-comment”

People send requests to “help”, it goes through RT and comes out
from “help-comment”, so replies are treated as comments. If one
of the queue members wants to reply instead of comment, they just
delete the “-comment” from the address before hitting “send”.

I couldn’t think of any easier way to be able do both “comment”
and “correspond” via email.
Phil Homewood pdh@asiaonline.net
Senior Technician +61 7 3620 1930
Asia Online (Brisbane) http://www.asiaonline.net/