Hi!
I’m trying to build an RT to save costs from a proprietary ticket system but I’ve hit a roadblock.
I have seen some posts about this issue before, but no conclusive solution to the problem.
We want to use One inbox for all of our supporttickets (for example support@company.com)
I collect these emails with use of Getmail over IMAP. Getmail then delivers the mails to RT-mailgate, which then creates the tickets and places them in the “general” queue.
However, we want to sort out the incomming emails based on the TO-address. For instance, we have a email that’s FR-support@company.com. That address is routed to support@company.com which then again is delivered to RT.
But we want this email to get queued into the FR-queue and not the generalqueue.
We can set up seperate mailboxes for each queue, but I find it a little inelegant solution.
Been searching the net and there is a few similar solutions, most revolve around doing a Scrip inside RT to make this work. I have been trying to do modifications of Jacob Baloul’s Scrip: For now it looks like this
# Emails we want to move
my $domains = {};
my %email_map = (
'support\@company\.com' => "General",
'FR-support\@company\.com' => "FR-support",
'DE-support\@company\.com' => "DE-support",
);
#Check each of our defined emails for a match
foreach my $emailKey (keys %email_map ){
if($self->TicketObj->RequestorAddresses =~ /^.*?${emailKey}/) {
# Email matches - move to the right queue
$self->TicketObj->SetQueue($email_map{$emailKey});
}
}
Problem is that “TicketObj->RequestorAdresses” gives the address where it was sent from, not where it was sent to.
I am trying to find the address where it was sent to but looking over the documentation I could not find any object that saved the To-address.
Does anyone have any insight on this or an alternative solution?
Thanks!
Tony