RT-Send-CC - mail is lost

Hello

We found one thing which we don/t know what to do.

In RT 3.8.4. we have 10 different queues, where each queue has different
email address.

We found a problem, that when someone in one queue resolves the ticket, and
put into One time CC email address of another RT queue, the mail is sent
out, but is not created in that 2nd queue as new ticket.
It seems it’s lost or so.

Normally, RT works like, that when it founds in subject some ticket ID, it
adds this email to that ticket.

Is there some way, that when someone closed ticket in one queue, and put
into One Time CC email address of another queue, the new ticket will be
created in that queue and not added into original ticket according to
subject.

But, we still want to keep the option, that when someone replies to some
ticket, within same Queue (same email address of that queue) the email will
be put into this ticket.

Example:
Queue 1 has email address billing@zse.sk
Queue 2 has email address outboundcckont@zse.sk

In queue1 agent resolved the ticket, and put into One time CC the email
address of queue2.

Normally, it sends out email with subject together with original ticket ID.
We expect, that in the queue2 new ticket will be created. But nothing
happen. No new ticket in queue2 or, original ticket is not updated with this
comment (based on ticketID).

When some normal user replies to some email from RT, it pastes his email to
the ticket, so the Reply funcionality works.

But the way between 2 queues within RT seems difficult.
http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg

Configuration of our RT.
http://old.nabble.com/file/p27703389/Configuration%5B1%5D.html
Configuration%5B1%5D.html
View this message in context: http://old.nabble.com/RT-Send-CC---mail-is-lost-tp27703389p27703389.html

Hello

We found one thing which we don/t know what to do.

In RT 3.8.4. we have 10 different queues, where each queue has different
email address.

We found a problem, that when someone in one queue resolves the ticket, and
put into One time CC email address of another RT queue, the mail is sent
out, but is not created in that 2nd queue as new ticket.
It seems it’s lost or so.

Check your logs, and make sure OwnerEmail is configured
When 3.8.8 is released, RT will actually start telling you that you’re
doing something illegal (asking it to send mail to itself, setting up
a potential loop)

-kevin

When 3.8.8 is released, RT will actually start telling you that you’re
doing something illegal (asking it to send mail to itself, setting up
a potential loop)

-kevin

Any sort of a timeline on this? This month? next month? check your
stocking at Xmas?

Jeff

Following the below discussion, any update with the current RT V4 ?

It seems to be impossible to forward tickets, or CC another queue when
reply to the ticket.

The only option is to have different instance of RT, independent system
?

[rt-users] RT-Send-CC - mail is lost

Kevin Falcone falcone at bestpractical.com

Tue Feb 23 16:35:44 EST 2010

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Hello

We found one thing which we don/t know what to do.

In RT 3.8.4. we have 10 different queues, where each queue has
different

email address.

We found a problem, that when someone in one queue resolves the
ticket, and

put into One time CC email address of another RT queue, the mail is
sent

out, but is not created in that 2nd queue as new ticket.

It seems it’s lost or so.

Check your logs, and make sure OwnerEmail is configured

When 3.8.8 is released, RT will actually start telling you that you’re

doing something illegal (asking it to send mail to itself, setting up

a potential loop)

-kevin

Normally, RT works like, that when it founds in subject some ticket
ID, it

adds this email to that ticket.

Is there some way, that when someone closes ticket in one queue, and
put

into One Time CC email address of another queue, the new ticket will
be

created in that queue and not added into original ticket according to

subject.

But, we still want to keep the option, that when someone replies to
some

ticket, within same Queue (same email address of that queue) the email
will

be put into this ticket.

Example:

Queue 1 has email address billing at zse.sk

Queue 2 has email address outboundcckont at zse.sk

In queue1 agent resolved the ticket, and put into One time CC the
email

address of queue2.

Normally, it sends out email with subject together with original
ticket ID.

We expect, that in the queue2 new ticket will be created. But nothing

happen. No new ticket in queue2 or, original ticket is not updated
with this

comment (based on ticketID).

When some normal user replies to some email from RT, it pastes his
email to

the ticket, so the Reply funcionality works.

But the way between 2 queues within RT seems difficult.

http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg

Configuration of our RT.

http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html

Configuration%5B1%5D.html

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Regards

Stephane Masse