Forwarded emails from users to Queue A with subject tag of Queue B doesn't create new tickets queue A, instead RT appends ticket in queue B with matching ticketId

Hi,

We have the case where user/customer forwards email with subject tag of
queue B to queue A email. Apparently, RT doesn’t create new ticket in queue
A, instead it appends existing ticket in Queue B with matching ticketID.

Is this expected behavior? I even tried to setup a brand new RT instance
without modifying any settings, but same thing still happening. Any help to
figure this out is greatly appreciated.

Regards,

Bui Duc Luong

Hi,

We have the case where user/customer forwards email with subject tag of
queue B to queue A email. Apparently, RT doesn’t create new ticket in queue
A, instead it appends existing ticket in Queue B with matching ticketID.

Is this expected behavior? I even tried to setup a brand new RT instance
without modifying any settings, but same thing still happening. Any help to
figure this out is greatly appreciated.

Yes, this is expected.


Regards,

Bui Duc Luong

Best regards, Ruslan.

Hi Ruslan,

Thanks for response. Could you please tell me what i need to edit/modify to
change this behavior?

Thanks,

LuongOn Fri, May 18, 2012 at 6:26 PM, Ruslan Zakirov ruz@bestpractical.comwrote:

On Fri, May 18, 2012 at 7:52 AM, Luong Bui Duc luong.d.bui@gmail.com wrote:

Hi,

We have the case where user/customer forwards email with subject tag of
queue B to queue A email. Apparently, RT doesn’t create new ticket in
queue
A, instead it appends existing ticket in Queue B with matching ticketID.

Is this expected behavior? I even tried to setup a brand new RT instance
without modifying any settings, but same thing still happening. Any help
to
figure this out is greatly appreciated.

Yes, this is expected.


Regards,

Bui Duc Luong


Best regards, Ruslan.

Regards,

Bui Duc Luong