Dealing with forwarded tickets from one queue to another

RT Users
1

Hi,

We have a situation where someone gets mail sent to them from one queue, and needs to forward it to a different queue as a new ticket. e.g. for forwarding to a support queue. Currently RT will interpret the incoming mail as an update to the original ticket instead of creating a new ticket in the other queue.

Is there any way around this? RT knows the old ticket ID from the Subject, and the new queue it’s being submitted to.

Currently looking at patching Interface/Email.pm and using $SystemTicket->id vs $args{‘queue’}
but perhaps this has been covered before?

Thanks,

Sean Purdy

2

Hi Sean,

Looks like you are looking to create a workflow in RT. Have a look at
the following wiki page.

http://requesttracker.wikia.com/wiki/WorkFlow

You will need to close the old email and autocreate a new ticket in the
relevant queue.

Hope this helps

Martin WheldonOn 2013-01-15 17:33, Sean Purdy wrote:

Hi,

We have a situation where someone gets mail sent to them from one
queue, and needs to forward it to a different queue as a new ticket.
e.g. for forwarding to a support queue. Currently RT will interpret
the incoming mail as an update to the original ticket instead of
creating a new ticket in the other queue.

Is there any way around this? RT knows the old ticket ID from the
Subject, and the new queue it’s being submitted to.

Currently looking at patching Interface/Email.pm and using
$SystemTicket->id vs $args{‘queue’}
but perhaps this has been covered before?

Thanks,

Sean Purdy
!DSPAM:9,50f58a9733235687925207!