I have installed RT and have successfully created the users and queues I need to begin managing requests. Emails addressed to email@example.com:firstname.lastname@example.org create a ticket and the autoreply generates exactly as expected.
For consistency on the user side (and a management edict), I’ve been told that I have to maintain my existing support email addresses. So, I must redirect messages send to email@example.com:firstname.lastname@example.org to email@example.com:firstname.lastname@example.org . I will have to do this for at least three queues. I have done this with an Exchange inbox redirect rule.
When I do this, tickets create, but the autoresponse doesn’t fire.
Does anyone have any insight as to how I can correct this? I used and maintained RT at another organization, but they had a Virtual Post Office that handled the redirection and delivery. I do not have such a setup available to me here.
Thank you for your input!