Let's say

RT Users
1

Let’s say you have 4 e-mail addresses for ‘appearances’, but you really
need only one queue in RT. So all 4 e-mail addresses all go to the same
queue. Now when a queue worker adds a reply to a ticket, an e-mail gets
sent to the requestor. The problem is that e-mail is not one of the
original 4. For example:

help-east@dot.com → Help Queue
help-west@dot.com → Help Queue
help-north@dot.com → Help Queue
help-south@dot.com → Help Queue

And the reply would come from help@doc.com for example.

How would you solve a problem like this? Do you have no choice but to
create 4 queues?

Thanks,
js.
Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

2

Can’t you just make an alias on the mail server and make the queue
address help@doc(t).com?

Thank you,
Micah Gersten
onShore Networks
Internal Developer

Jean-Sebastien Morisset wrote:

3

http://wiki.bestpractical.com/view/MultipleOutgoingEmailAddressesOn Thu, Jul 31, 2008 at 12:45 AM, Jean-Sebastien Morisset jsmoriss@mvlan.net wrote:

Let’s say you have 4 e-mail addresses for ‘appearances’, but you really
need only one queue in RT. So all 4 e-mail addresses all go to the same
queue. Now when a queue worker adds a reply to a ticket, an e-mail gets
sent to the requestor. The problem is that e-mail is not one of the
original 4. For example:

help-east@dot.com → Help Queue
help-west@dot.com → Help Queue
help-north@dot.com → Help Queue
help-south@dot.com → Help Queue

And the reply would come from help@doc.com for example.

How would you solve a problem like this? Do you have no choice but to
create 4 queues?

Thanks,
js.

Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

4

MultipleOutgoingEmailAddresses - Request Tracker Wiki

Aaaaaaah - sneaky! :slight_smile:

Thanks!
js.> On Thu, Jul 31, 2008 at 12:45 AM, Jean-Sebastien Morisset jsmoriss@mvlan.net wrote:

Let’s say you have 4 e-mail addresses for ‘appearances’, but you really
need only one queue in RT. So all 4 e-mail addresses all go to the same
queue. Now when a queue worker adds a reply to a ticket, an e-mail gets
sent to the requestor. The problem is that e-mail is not one of the
original 4. For example:

help-east@dot.com → Help Queue
help-west@dot.com → Help Queue
help-north@dot.com → Help Queue
help-south@dot.com → Help Queue

And the reply would come from help@doc.com for example.

How would you solve a problem like this? Do you have no choice but to
create 4 queues?

Thanks,
js.

Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
Best regards, Ruslan.

Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net