Two teams, two queues, two email addresses

RT Users
1

:wave:

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 level1@example.net_
  • Level 2 using level2@example.net_

And two queues:

  • QueueL1 with ReplyAddress and CommentAddress set to level1@example.net_
  • QueueL2 with ReplyAddress and CommentAddress set to level2@example.net_

In 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:

level2@example.net_ is an address RT receives mail at. Adding it as a ‘Requestor’ would create a mail loop

or

level2@example.net_ 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.

Thanks!

2

I’d suggest making two groups “Level 1” and “Level 2” with their own respective members. Then instead of adding your RT email address as Cc you can add the other group

3

Thanks for your answer @knation, much appreciated! I like the idea.

On my instance, it seems like the Cc: or Requestor: fields are requiring valid RT users. Am I missing something?

I guess I am not alone as another user had the same need in the past:

4

Screen Shot 2021-09-15 at 9.26.51 AM

5.0.2 adds this functionality!

1 Like