I recently started to take over a 12 year old RT 3.6.3 installation and am currently upgrading it to 4.4.4.
My knowledge about RT is limited but growing. I have knowledge in scripting and programming.
My users request the following feature:
When an e-mail is sent to a resolved (or rejected) ticket do not open the ticket back up and forward this mail to a different address.
I found code snippets regarding keeping a ticket resolved (or rejected) based on time in this thread:
I can remove the 7 day limitation and this should do the first part.
However how do I forward this mail to a known e-mail address?
We have around 40 supporters who might be out of office for multiple weeks. When a client re-opens a ticket the supporter is notified but might not read his mails for several weeks. Therefore we have a support inbox which is continuously monitored. Here we can take actions (re-assign to different supporter or open new ticket) in time.
Any help is greatly appreciated!
Thank you very much and best regards,