Hi rt-users,
I have configured a multiple queue RT instance with mailgate as follows, we
create new tickets in the support queue before moving them to specific
queues to be worked on and closed.
support@example.com
queue1@example.com
queue2@example.com
By itself mailgate is working fine. For example I can raise a ticket
directly in queue1 via email.
The issue is around the process of creating all tickets in the support pool
before moving to a different queue. This means that users who reply to
support@example.com after having the ticket moved will actually duplicate a
new ticket with a new ID as their original ticket is now at
queue2@example.com.
Has anyone used mailgate where the reply address is actually the ticket ID
like ticket-123@rt.example.com or some other solution to solve the multiple
ticket issue described above?
If it helps the MTA is postfix using /etc/aliases with pipe’s to mailgate.
Cheers,
Sam
Hi rt-users,
I have configured a multiple queue RT instance with mailgate as follows, we create new tickets
in the support queue before moving them to specific queues to be worked on and closed.
support@example.com
queue1@example.com
queue2@example.com
By itself mailgate is working fine. For example I can raise a ticket directly in queue1 via
email.
The issue is around the process of creating all tickets in the support pool before moving to a
different queue. This means that users who reply to support@example.com after having the
ticket moved will actually duplicate a new ticket with a new ID as their original ticket is
now at queue2@example.com.
This isn’t how a properly configured RT works.
Are your users removing the Subject Tag?
The [sitename #1234] in your email subjects allow RT to route email
sent to support@example.com back to the ticket which has been moved to
queue2.
-kevin
Turns out this was a pebkac issue for me. We had set a SubjectTag for each
queue rather than using the sitename. After removing the individual
subjecttags this is working correctly.
Cheers,
SamOn Thu, Sep 5, 2013 at 5:19 AM, Kevin Falcone falcone@bestpractical.comwrote:
On Wed, Sep 04, 2013 at 12:53:29PM +1000, Sam Wilson wrote:
Hi rt-users,
I have configured a multiple queue RT instance with mailgate as
follows, we create new tickets
in the support queue before moving them to specific queues to be
worked on and closed.
support@example.com
queue1@example.com
queue2@example.com
By itself mailgate is working fine. For example I can raise a ticket
directly in queue1 via
email.
The issue is around the process of creating all tickets in the
support pool before moving to a
different queue. This means that users who reply to
support@example.com after having the
ticket moved will actually duplicate a new ticket with a new ID as
their original ticket is
now at queue2@example.com.
This isn’t how a properly configured RT works.
Are your users removing the Subject Tag?
The [sitename #1234] in your email subjects allow RT to route email
sent to support@example.com back to the ticket which has been moved to
queue2.
-kevin
Turns out this was a pebkac issue for me. We had set a SubjectTag for each queue rather than
using the sitename. After removing the individual subjecttags this is working correctly.
Subject Tags, set on the Queue Admin page, work fine for the scenario
you describe, we use them in production today with tickets that move
across Queues and are sent to old email addresses.
RT looks for the $rtname, $EmailSubjectTagRegex and every queue
subject tag configured in the system
I expect you have a misconfiguration or custom local development.
-kevin> On Thu, Sep 5, 2013 at 5:19 AM, Kevin Falcone <[1]falcone@bestpractical.com> wrote:
On Wed, Sep 04, 2013 at 12:53:29PM +1000, Sam Wilson wrote:
> Hi rt-users,
> I have configured a multiple queue RT instance with mailgate as follows, we create new
tickets
> in the support queue before moving them to specific queues to be worked on and closed.
> [2]support@example.com
> [3]queue1@example.com
> [4]queue2@example.com
> By itself mailgate is working fine. For example I can raise a ticket directly in queue1
via
> email.
> The issue is around the process of creating all tickets in the support pool before moving
to a
> different queue. This means that users who reply to [5]support@example.com after having
the
> ticket moved will actually duplicate a new ticket with a new ID as their original ticket
is
> now at [6]queue2@example.com.
This isn't how a properly configured RT works.
Are your users removing the Subject Tag?
The [sitename #1234] in your email subjects allow RT to route email
sent to [7]support@example.com back to the ticket which has been moved to
queue2.