Not able to forward message to another queue

RT Users
1
  • We have 2 queues. Let’s called it q1 (q1@my.com) and q2 (q2@my.com) used by q1 team and q2 team.
  • for ticket in q1, sometimes team q1 need to comment/ forward message in ticket and cc q2@my.com. We configured RTAddressRegexp to be something random like “a@my.com” so RT allow smtp sending email and email’s sent back to mailbox but ticket 's not created in RT in q2.

Could you give some advices, please.

2

I’m not sure understanding your question.

You insert q2@my.com as CC: in a ticket-transaction of q1 and the email is sent out to the mailserver and received back on the ticketsystem. Right?

If there is the RT-tag in the subject of this email RT will not generate a new ticket. It uses the tag to identify the original ticket an file the incoming email in this ticket.

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