We have setup aliases for sendmail that route incoming emails to the
#RT Mailgate user for "it"
it: "|/opt/rt4/bin/rt-mailgate --queue ‘it’ --action correspond --url
it-comment: “|/opt/rt4/bin/rt-mailgate --queue ‘it’ --action comment --url
#RT Mailgate user for "production"
production: “|/opt/rt4/bin/rt-mailgate --queue ‘production’ --action
correspond --url http://tracker.company.net/rt”"
production-comment: “|/opt/rt4/bin/rt-mailgate --queue production --action
comment --url http://tracker.company.net/rt/”
We have started having an issue when an internal user forwards an email
with [ company.com #1234] that they have been CCed on, to a production
support queue by changing the To address to the email address for that
queue, but RT is seeing the original ticket number in the subject and is
merging the email with the comment to the original ticket.
This has caused comments meant for internal users, ie: “Is this a bug?” to
be sent to a customer unintentionally.
Is there any way to force RT to respect the incoming email/queue from
rt-mailgate over merging by the ticket numbers (when this type of thing