We essentially have several support queues that are bound to different
domains. Company policy dictates that correspondence with an outside party
must take place via the support@domain role account.
Can one do this easier in RT2 natively?
Someone else will have to comment on what will happen to RT when it gets
a reply to ticket #n in queue B, and support@domain actually routes into
"–action correspond --queue A"…
Have you considered doing this in the MTA instead? Personally I have postfix
rigged to translate firstname.lastname@example.org into the 'official’
email@example.com address… This could definitely solve your
problem, and doesn’t require any RT hacking.
Postfix config available on request.
Of course, I also use ‘sed’ as our RT mailer - but that’s a whole 'nother
Teo de Hesselle, Mary had a little lamb.
She shot it in the head.
Unix Systems Administrator, Now it goes to school with her
University of Technology, Sydney. Between two bits of bread.