I need advice in terms of managing ticket routing in RT. We are using
about 40 queues in our test implementation of RT and I am getting the
production system ready. Here is what I need to happen:
A user at site foo creates a ticket by sending an email to the RT system.
I want the ticket to automatically be routed to the ‘foo’ queue. What is
the best way to do this? I figured that I could always set up a separate
alias for every queue, but that seems like it might not be necessary. Any
suggestions are welcome!
Thanks!
Mike
MikeHamilton@clovisusd.k12.ca.us wrote:
I need advice in terms of managing ticket routing in RT. We are using
about 40 queues in our test implementation of RT and I am getting the
production system ready. Here is what I need to happen:
A user at site foo creates a ticket by sending an email to the RT
system. I want the ticket to automatically be routed to the ‘foo’ queue.
What is the best way to do this? I figured that I could always set up a
separate alias for every queue, but that seems like it might not be
necessary. Any suggestions are welcome!
I have an e-mail address for every queue, but each address is virtual
and gets delivered to the same user. That user’s .procmailrc then has a
piped mailgate statement for each each To: recipient (watch the wrap):
:0
I was originally frustrated that RT didn’t handle this internally, but
now I appreciate the flexibility it gives me. For example, I could use
procmail to archive copies in real mailboxes as a safeguard against
database corruption. This would also allow me to handle issues via
ordinary mail if RT was down for any reason, and I could still delegate
based on the unique e-mail addresses.
Another approach is to use plussed addresses, such as
info+sales@example.com. If your MTA supports this, mail will be
delivered to info@example.com, but you can sort into different queues
based on the plussed portion.