Hello List,
There is something that i don’t correctly understand with the rt-mailgate.
It is necessary that each queue have its own alias or mail address for sending
reply,comment or create ticket ?
I ask this because i would like to have the following setup.
I have a email address like support@foo.bar where all ticket transaction will
be sent.
In case of a new ticket ( no ticket reference in the subject ) a new ticket is
create in a default queue “support”.
After some analayses and classification the ticket change to other queue let
say “postmaster”.
All new mail transaction on ticket should be done using the same email address
as the one used for the ticket creation.
Is this kind of configuration can be done ?
Regards,
Philippe.
There is something that i don’t correctly understand with the rt-mailgate.
It is necessary that each queue have its own alias or mail address for sending
reply,comment or create ticket ?
reply: no
comment: no
create: yes
Ummm … mroe accurately, there are instructions for procmail and
rt-mailgate, but I’ve not implemented it.
I have a email address like support@foo.bar where all ticket transaction will
be sent.
In case of a new ticket ( no ticket reference in the subject ) a new ticket is
create in a default queue “support”.
You can do that.
After some analayses and classification the ticket change to other queue let
say “postmaster”.
And that.
All new mail transaction on ticket should be done using the same email address
as the one used for the ticket creation.
Is this kind of configuration can be done ?
I believe so. If you set in your queue configuration that replies and
comments should go out as support@foo.bar, thats what the recipients will
see. And as long as [domainname.tld #ticketnumber ] is in the subject when
the rt alias gets it, it will add to the appropriate ticket.
There is something that i don’t correctly understand with the
rt-mailgate. It is necessary that each queue have its own alias or mail
address for sending reply,comment or create ticket ?
reply: no
comment: no
create: yes
Ummm … mroe accurately, there are instructions for procmail and
rt-mailgate, but I’ve not implemented it.
I have a email address like support@foo.bar where all ticket transaction
will be sent.
In case of a new ticket ( no ticket reference in the subject ) a new
ticket is create in a default queue “support”.
You can do that.
After some analayses and classification the ticket change to other queue
let say “postmaster”.
And that.
All new mail transaction on ticket should be done using the same email
address as the one used for the ticket creation.
Is this kind of configuration can be done ?
I believe so. If you set in your queue configuration that replies and
comments should go out as support@foo.bar, thats what the recipients will
see. And as long as [domainname.tld #ticketnumber ] is in the subject when
the rt alias gets it, it will add to the appropriate ticket.
Even if the ticket changed queue ?
To be more precise
if for alias foo@bar i have the following entry
foo “|/opt/rt3/bin/rt-mailgate --queue support --action correspond --url
http://localhost/”
does the ticket will be udpated even the ticket are in queue “postmaster” ?
Philippe Van Hecke
NETWORK ENGINEER
BELNET
Rue de la Science, 4
B-1000 Brussels
Belgium
Tel: +32 (0) 27903333
Fax: +32 (0) 27903335
On Wed, Oct 08, 2003 at 11:41:26PM +0200, Philippe Van Hecke said:
Le Mercredi 8 Octobre 2003 23:27, John Jasen a ?crit :
I believe so. If you set in your queue configuration that replies and
comments should go out as support@foo.bar, thats what the recipients will
see. And as long as [domainname.tld #ticketnumber ] is in the subject when
the rt alias gets it, it will add to the appropriate ticket.
Even if the ticket changed queue ?
To be more precise
if for alias foo@bar i have the following entry
foo “|/opt/rt3/bin/rt-mailgate --queue support --action correspond --url
http://localhost/”
does the ticket will be udpated even the ticket are in queue “postmaster” ?
Yes, because RT looks at the ticketnumber in the subject, and determines
that the mail is destined for that ticket regardless of which queue it’s
in. Ticket numbers are globally unique. This is a good thing. Customers
shouldn’t have to care where a ticket is moved behind the scenes.
On Wed, Oct 08, 2003 at 11:41:26PM +0200, Philippe Van Hecke said:
Le Mercredi 8 Octobre 2003 23:27, John Jasen a ?crit :
I believe so. If you set in your queue configuration that replies and
comments should go out as support@foo.bar, thats what the recipients
will see. And as long as [domainname.tld #ticketnumber ] is in the
subject when the rt alias gets it, it will add to the appropriate
ticket.
Even if the ticket changed queue ?
To be more precise
if for alias foo@bar i have the following entry
foo “|/opt/rt3/bin/rt-mailgate --queue support --action correspond --url
http://localhost/”
does the ticket will be udpated even the ticket are in queue “postmaster”
?
Yes, because RT looks at the ticketnumber in the subject, and determines
that the mail is destined for that ticket regardless of which queue it’s
in. Ticket numbers are globally unique. This is a good thing. Customers
shouldn’t have to care where a ticket is moved behind the scenes.
Thanks to all to have clarified to me on these points
Regards,
Philippe.