Two emails assigned to the same queue

RT Users
1

Hello all,

I would like to know if it’s possible to have two email addresses assigned to the same queue ?
For example, when a user send an email either to user1@domain.com or user2@domain.com a ticket will be created in the same QUEUE.

I created a queue and on the Reply Address field i used (, | :wink: between the two emails (Ex. user1@domain.com,user2@domain.com ) ,but the following notice occurred:
“RTAddressRegexp option in the config doesn’t match user1@domain.com,user2@domain.com”

Could you please advise ?

Thank you!,

[cid:image46c585.PNG@61ef6b80.4ebff3fd] [cid:imagea61219.PNG@ab77fb2d.42b8d747]
Renos Nikolaou
Escalation Engineer

[cid:image9a328f.PNG@bbcd2ee8.459f0e33]
rnikolaou@odysseyconsultants.commailto:rnikolaou@odysseyconsultants.com

[cid:image6fd665.PNG@bcf8ab2f.48b527f8]
Extension: # 153

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1, Lefkos Anastasiades Street, 3rd Floor, 2012 Strovolos, Nicosia Tel.: +357 22463600

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2

The short answer is: yes.

Sending email to a queue is configured using the RT’s mail gateway in
combination with standard linux utilities like fetchmail or getmail. The
basic workflow is:

mail sent to queue mailbox → getmail collects from mailbox → getmail
hands new emails to rt-mailgate → rt-mailgate creates ticket in queue

For multiple addresses to send to the same queue, you simply configure
multiple mailboxes, and tell getmail to collect from them all, handing over
to rt-mailgate that is configured to insert into the same queue.

Note that the above does not depend on the “Reply Address” or “Comment
address” in the GUI queue configuration form for the email address to be
used. The email addresses in those fields, as far as I understand it, are
used by your Privileged users to insert correspondence or comments into
tickets. Someone with more experience might want to correct or confirm that.On Sat, 3 Sep 2016 at 01:43 Renos Nikolaou rnikolaou@odysseyconsultants.com wrote:

Hello all,

I would like to know if it’s possible to have two email addresses assigned
to the same queue ?

For example, when a user send an email either to user1@domain.com or
user2@domain.com a ticket will be created in the same QUEUE.

I created a queue and on the Reply Address field i used (, | :wink: between
the two emails (Ex. user1@domain.com,user2@domain.com ) ,but the
following notice occurred:

“RTAddressRegexp option in the config doesn’t match user1@domain.com,
user2@domain.com”

Could you please advise ?

Thank you!,

Renos Nikolaou
Escalation Engineer
rnikolaou@odysseyconsultants.com
Extension: # 153
1, Lefkos Anastasiades Street, 3rd Floor, 2012 Strovolos, Nicosia Tel.:
+357 22463600
http://www.odysseyc.com/cloudservices/SIEM/

This e-mail contains proprietary information some or all of which may be
legally privileged. It is for the intended recipient only. If an addressing
or transmission error has misdirected this e-mail, please notify the author
by replying to this e-mail. If you are not the intended recipient you must
not use, disclose, distribute, copy, print or rely on this e-mail. The
content of this email may contain private views and opinions, which do not
constitute formal disclosure or commitment unless specifically stated.
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