Using 2 mail address for all ques

Hi just wondering whether it is possible to use just 2 email addresses for all the queues. Once for correspondence and another for comment. In my RT implementation I have about 25 queus and each queue needs minimum of 1 dedicated mail account. If above is possible please let me know guide hot to achieve this!

Thanks and Regards

You can use a shared rt-correspondance@ and rt-comment@ address. RT will
use the ticket # when reading to modify the ticket accordingly.

I have about 30 or so queues, and I use common rt-correspondance@ and
rt-comments@ as you are asking about, without issue.

TrevOn Mon, Dec 28, 2015 at 6:42 AM, Asanka Gunasekera < asanka_gunasekera@yahoo.co.uk> wrote:

Hi just wondering whether it is possible to use just 2 email addresses for
all the queues. Once for correspondence and another for comment. In my RT
implementation I have about 25 queus and each queue needs minimum of 1
dedicated mail account. If above is possible please let me know guide hot
to achieve this!

Thanks and Regards

Hi Trevor, thank you for the reply, that is great! but as per

http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427

RT users the mail address in a particular way to sort the correspondence and comments, does this works in your case?

I am using fetchmail to retrieve mail, do I need to change the mail client? Can you direct me to an document to get this going?

I am sorry if this sounds out of the way, what are the precautions that I need to change the current set-up?

Thanks and Best RegardsOn Mon, 28/12/15, Trev trevor@onepost.net wrote:

Subject: Re: [rt-users] Using 2 mail address for all ques
To: “Asanka Gunasekera” asanka_gunasekera@yahoo.co.uk
Cc: “RT-List” rt-users@lists.bestpractical.com
Date: Monday, 28 December, 2015, 19:31

You can
use a shared rt-correspondance@ and rt-comment@ address. RT
will use the ticket # when reading to modify the ticket
accordingly.
I have about 30
or so queues, and I use common rt-correspondance@ and
rt-comments@ as you are asking about, without
issue.
Trev
On Mon, Dec 28, 2015 at 6:42 AM, Asanka Gunasekera asanka_gunasekera@yahoo.co.uk wrote:
Hi just
wondering whether it is possible to use just 2 email
addresses for all the queues. Once for correspondence and
another for comment. In my RT implementation I have about 25
queus and each queue needs minimum of 1 dedicated mail
account. If above is possible please let me know guide hot
to achieve this!

Thanks and Regards

Yes,

RT parses the ticket id in the subject line to then apply the comments or
correspondence based on the correct ticket id number (located in the
subject line).

I am using fetchmail as well… without problems at this point… running
on debian.

As I add queues, I am sure to keep the default Reply Address and Comment
Address address fields blank and RT will use the defaults.

Currently have about 40 queues, some are using email accounts to create
tickets with, some are not, but every queue uses the default Reply Address
and Comment Address.

Rt 4.10.12 on Debian.

I hope this helps.

TrevOn Tue, Dec 29, 2015 at 3:03 AM, Asanka Gunasekera < asanka_gunasekera@yahoo.co.uk> wrote:

Hi Trevor, thank you for the reply, that is great! but as per

http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427

RT users the mail address in a particular way to sort the correspondence
and comments, does this works in your case?

I am using fetchmail to retrieve mail, do I need to change the mail
client? Can you direct me to an document to get this going?

I am sorry if this sounds out of the way, what are the precautions that I
need to change the current set-up?

Thanks and Best Regards


On Mon, 28/12/15, Trev trevor@onepost.net wrote:

Subject: Re: [rt-users] Using 2 mail address for all ques
To: “Asanka Gunasekera” asanka_gunasekera@yahoo.co.uk
Cc: “RT-List” rt-users@lists.bestpractical.com
Date: Monday, 28 December, 2015, 19:31

You can
use a shared rt-correspondance@ and rt-comment@ address. RT
will use the ticket # when reading to modify the ticket
accordingly.
I have about 30
or so queues, and I use common rt-correspondance@ and
rt-comments@ as you are asking about, without
issue.
Trev
On Mon, Dec 28, 2015 at 6:42 AM, Asanka Gunasekera asanka_gunasekera@yahoo.co.uk wrote:
Hi just
wondering whether it is possible to use just 2 email
addresses for all the queues. Once for correspondence and
another for comment. In my RT implementation I have about 25
queus and each queue needs minimum of 1 dedicated mail
account. If above is possible please let me know guide hot
to achieve this!

Thanks and Regards

Oh, so…

You do need to setup a mailbox for rt-comment and rt-correspondance as
they are, in fact, email accounts needing a mailbox for fetchmail to poll.

Just to be clear.

Worth noting – although I do specify the Queue as ‘IT General’ – RT
overrides this and adds the Reply or Correspondance to the correct ticket,
no matter the queue. I could probably clean this up as it is leftover from
my initial build and testing, but it works fine so I have left it.

Fetchmailrc on my end accounts:

root@jamie:~# cat /etc/fetchmailrc
set daemon 60
set invisible
set no bouncemail
set syslog
set logfile /var/log/fetchmail.log

poll oa-internal.domain.com protocol imap username "rt-correspondance"
password “password” mda “/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue
’IT General’ --action correspond --url http://jamie.domain.com/” no keep

poll oa-internal.domain.com protocol imap username “rt-comment” password
"password" mda “/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue ‘IT
General’ --action correspond --url http://jamie.domain.com/” no keep

#other mailboxes below here, specifically for enabling email to support
(and other departments) to open tickets.On Tue, Dec 29, 2015 at 1:30 PM, Trev trevor@onepost.net wrote:

Yes,

RT parses the ticket id in the subject line to then apply the comments
or correspondence based on the correct ticket id number (located in the
subject line).

I am using fetchmail as well… without problems at this point…
running on debian.

As I add queues, I am sure to keep the default Reply Address and Comment
Address address fields blank and RT will use the defaults.

Currently have about 40 queues, some are using email accounts to create
tickets with, some are not, but every queue uses the default Reply Address
and Comment Address.

Rt 4.10.12 on Debian.

I hope this helps.

Trev

On Tue, Dec 29, 2015 at 3:03 AM, Asanka Gunasekera < asanka_gunasekera@yahoo.co.uk> wrote:

Hi Trevor, thank you for the reply, that is great! but as per

http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427

RT users the mail address in a particular way to sort the correspondence
and comments, does this works in your case?

I am using fetchmail to retrieve mail, do I need to change the mail
client? Can you direct me to an document to get this going?

I am sorry if this sounds out of the way, what are the precautions that I
need to change the current set-up?

Thanks and Best Regards


On Mon, 28/12/15, Trev trevor@onepost.net wrote:

Subject: Re: [rt-users] Using 2 mail address for all ques
To: “Asanka Gunasekera” asanka_gunasekera@yahoo.co.uk
Cc: “RT-List” rt-users@lists.bestpractical.com
Date: Monday, 28 December, 2015, 19:31

You can
use a shared rt-correspondance@ and rt-comment@ address. RT
will use the ticket # when reading to modify the ticket
accordingly.
I have about 30
or so queues, and I use common rt-correspondance@ and
rt-comments@ as you are asking about, without
issue.
Trev
On Mon, Dec 28, 2015 at 6:42 AM, Asanka Gunasekera asanka_gunasekera@yahoo.co.uk wrote:
Hi just
wondering whether it is possible to use just 2 email
addresses for all the queues. Once for correspondence and
another for comment. In my RT implementation I have about 25
queus and each queue needs minimum of 1 dedicated mail
account. If above is possible please let me know guide hot
to achieve this!

Thanks and Regards