Rt-users] Continued Migrations Questions -

Hi Matt,

Yes you can do this on a per queue basis. My term for this is “per queue
branding” - I’m not sure if there’s an official term for it. A disclaimer -
there are probably better / more efficient ways of doing this; I’m not an
expert but this is how we have it working.

So in a nutshell…

  • Make sure the MTA will deliver messages for the desired addresses (e.g.
    mynewqueue@mynewdomain.com --> mynewqueue ). In our case we have a forward
    facing MTA, so it goes:

        mynewqueue@mynewdomain.com --> mynewqueuealias@myrthost -->
    

rt-mailgate

  • Create your queue, put in the email addresses as you normally would for
    your standard RT queue
  • then create queue specific templates to override the system wide ones.
    For example:

Template Name: Autoreply
Template Content:
Sender: mynewqueue@mynewdomain.comReply-To: mynewqueue@mynewdomain.com
From: My New Queue mynewqueue@mynewdomain.com
Subject: My New Queue Support Case: {$Ticket->Subject}
RT-Attach-Message: yes

{$Transaction->Content()}

This means that the queue will send out replies with these values, instead
of the system wide defaults (which would normally pick up your queue
address for correspondence). You need the queue address so that things
actually work - for example so that mailgate can drop the tickets in the
queue.

Hopefully that makes sense and I haven’t made too many egregious errors…

Cheers,

Chris

Yes you can do this on a per queue basis. My term for this is “per queue
branding” - I’m not sure if there’s an official term for it. A disclaimer -

Most of the things in the Queue Admin page (such as the subject tag)
are referred to us as “Branded Queues”.

  • Create your queue, put in the email addresses as you normally would for your
    standard RT queue
  • then create queue specific templates to override the system wide ones. For
    example:

Wouldn’t it be simpler to just set the Reply Address and Description
on the Queue Admin page for your new Queue, which will set the
From/Reply-To/From ?

You may still want an Autoreply template for other branding purposes
of course.

-kevin