Parsing headers to decide which Queue to assign ticket!

RT Users
1

Hi there!

I have one email account, but with several aliases in Exchange to
determine from which location the request came (desk@domain.com being
the main account, desk.location1@domain.com, desk.location2@domain.com
the aliases)

The RT reads the email by IMAP from the account desk@domain.com and
delivers it to the rt file in /var/spool/mail.

Based on that premise, I need to find out a away to move to the
respective queue, instead of going to the General Queue. Basically I
need to read the mail header and parse the “To:” and then move it to a
specific queue.

I’m trying to avoid creating more email accounts, since MS Exchange is
payed by account L (and I have 12 locations)

Best regards,

Nuno Silva

2

Does your Exchange server allow extensions? If so, rt-mailgate
–extension queue will automagically put mail for rt+queue@example.net
into the corresponding queue. You’d then just need two addresses, one
for correspondence and one for comments, if you want to allow comment
by email; which isn’t necessary since privileged users have the
full-featured web interface.

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