Default queue and the correspondence address

RT Users
1

Hi all,

I have noticed that when sending a new email to my
CorrespondenceAddress, a new ticket is created in my “General” queue. I
now noticed that the DefaultQueue setting is not the reasoning for this
behavior according to the manual, and I am unable to find why this is
happening.

My general queue does not have a queue specific email, but is queue ID
"1". Is RT just choosing the lowest queue ID that uses the
CorrespondenceAddress to try to create the ticket in?

2

I have noticed that when sending a new email to my
CorrespondenceAddress, a new ticket is created in my “General” queue. I
now noticed that the DefaultQueue setting is not the reasoning for this
behavior according to the manual, and I am unable to find why this is
happening.

Look at your incoming mail aliases. The --queue option to rt-mailgate
controls where tickets are created.

  • Alex
3

Thanks Alex,

I did, I do not have a --queue defined for the correspondence alias,
only “–action correspond”, which is what raised this question of “Why
is this working?” :-)On 5/9/2013 2:29 PM, Alex Vandiver wrote:

On Thu, 2013-05-09 at 10:18 -0500, Russell Jones wrote:

I have noticed that when sending a new email to my
CorrespondenceAddress, a new ticket is created in my “General” queue. I
now noticed that the DefaultQueue setting is not the reasoning for this
behavior according to the manual, and I am unable to find why this is
happening.
Look at your incoming mail aliases. The --queue option to rt-mailgate
controls where tickets are created.

  • Alex
4

I did, I do not have a --queue defined for the correspondence alias,
only “–action correspond”, which is what raised this question of “Why
is this working?” :slight_smile:

RT defaults to queue id 1 on tickets from the mailgate if you don’t
specify one; the CorrespondAddress is only used when generating incoming
mail, as there may be multiple aliases that feed into the same queue.
You probably want to adjust your aliases to provide queues for all of
your incoming email addresses.

  • Alex
5

Thanks, I figured that’s what was going on. It works for us to have
General as the catch-all. If we run into issues I’ll change the General
queue to have an actual email address.On 5/9/2013 2:44 PM, Alex Vandiver wrote:

On Thu, 2013-05-09 at 14:35 -0500, Russell Jones wrote:

I did, I do not have a --queue defined for the correspondence alias,
only “–action correspond”, which is what raised this question of “Why
is this working?” :slight_smile:
RT defaults to queue id 1 on tickets from the mailgate if you don’t
specify one; the CorrespondAddress is only used when generating incoming
mail, as there may be multiple aliases that feed into the same queue.
You probably want to adjust your aliases to provide queues for all of
your incoming email addresses.

  • Alex