Is it possible to have two teams with their own email address working on the same RT instance and still able to communicate between each other with Cc:?
Let’s say there are two independent teams:
- Level 1 using email@example.com_
- Level 2 using firstname.lastname@example.org_
And two queues:
- QueueL1 with ReplyAddress and CommentAddress set to email@example.com_
- QueueL2 with ReplyAddress and CommentAddress set to firstname.lastname@example.org_
RT_SiteConfig.pm, I set:
Set($RTAddressRegexp , '^(level1|level2)@example\.net$');
Now, if the Level 1 team wants to create a ticket to Level 2, or add the Level2 in Cc: to an existing ticket, RT refuses it with this error:
email@example.com_ is an address RT receives mail at. Adding it as a ‘Requestor’ would create a mail loop
firstname.lastname@example.org_ is an address RT receives mail at. Adding it as a ‘Cc’ would create a mail loop
Does it mean that the only way to communicate between teams is by moving the ticket across queues?
I am sure I am missing a first principle somewhere.