RT in one company sending to RT in another

RT Users
1

I have an interesting problem.

One of my vendors uses RT, as do I. When I send a request to the
vendor, I do so through my instance of RT, putting myself (or whatever
employee made the verbal request to me) as the requester and the
vendor’s mailgate address as a CC:.

The vendor gets a ticket generated in his queue as expected, but I get
no “Thank you for contacting” message from his machine giving me his
ticket number.

E-mails that I send to his mailgate from outside of RT are answered
instantly, returning the On Create message like I expect. Any
subsequent correspondence from him (through his RT) triggers a copy sent
into my RT ticket, and I can send replies back through my RT to his
instance.

Something is obviously amiss here – his RT instance seems to become
somewhat befuddled by my ticket’s “[myexampledomain.com #xxxx] subject.”
Something in the “On Create trigger” is not working as expected.
Before I start digging into the source (and I’m no Perl guru) to figure
out why this is, can anyone offer the reason?

Thank you for your suggestions.

Barry

2

I have an interesting problem.

One of my vendors uses RT, as do I. When I send a request to the
vendor, I do so through my instance of RT, putting myself (or whatever
employee made the verbal request to me) as the requester and the
vendor’s mailgate address as a CC:.

The vendor gets a ticket generated in his queue as expected, but I get
no “Thank you for contacting” message from his machine giving me his
ticket number.

What versions of RT? What address are you sending from? I suspect some
of the “stop painful loops” behaviour is hurting you.

3

Jesse Vincent wrote:

What versions of RT? What address are you sending from? I suspect some
of the “stop painful loops” behaviour is hurting you.

Hi Jesse, thanks for the reply.

My version is 3.4.5. His version is 3.4.4.

My mailgate address is it-support@mycompany.com. His mailgate address
is contact@hiscompany.com.

Thus, I add contact@hiscompany.com as a CC address.

Barry

4

Jesse Vincent wrote:

What versions of RT? What address are you sending from? I suspect some
of the “stop painful loops” behaviour is hurting you.

Hi Jesse, thanks for the reply.

My version is 3.4.5. His version is 3.4.4.

My mailgate address is it-support@mycompany.com. His mailgate address
is contact@hiscompany.com.

Thus, I add contact@hiscompany.com as a CC address.

That should work ok. (We’ve done it with customers before.)