On Wednesday, August 19, 2009 11:07, Jerrad Pierce wrote,
Is it possible to reply to e-mail with another queue other than "general?"
Under normal setups the reply address has nothing to do with where a
response ends up. As long as the subject contains the RT tag + ticket
number, it will be filed appropriately i.e; by ticket. The only thing that
-queue really affects is where to create new tickets. Thus, having multiple
aliases allows you to create tickets by email in various queues, and to
avoid confusion amongst users who might note that all correspondence
is occurring with email@example.com; if you tell RT to use the corresponding
address for that queue.
As for the lack of message handling, have you checked you maillog,
RT’s log, or Apache? (Proceeding along the pipeline once you determine
everything is fine with the previous one). Are you running with
SELinux enabled? What happens if you feed a message to rt-mailgate
from the command line?
SELinux is disabled on our system. I checked the maillog, access_log, error_log and RT log. I didn’t see anything out of the ordinary.
In our organization, not only do we use a Linux environment, but we use a Windows Local Domain. I went in and created an Active Directory user called RT Admin. I then created a contact called RT Admin, giving it the e-mail address firstname.lastname@example.org. For the RT Admin user account, I used the RT Admin contact to forward e-mail. I don’t know if that does anything.
I tried sending another e-mail from an account outside our Organization, having [QUEUE #TKT NUM] in the subject. I sent it to RT Admin user account. It still fails to parse into a corresponding ticket, but root does get the e-mail still, according to the emaillog! We also have root’s e-mail going to an AD distribution list.
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