How would the aliases file be configured for this. As it is, CustomerCare uses "--queue customercare" while CCEng uses "--queue cceng".
Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: > Hi Matthew; > I think this is default behaviour (unless I misunderstood your > question), as soon as the ticket is created and your customer replies to > the auto-responder, RT will understand this correspondence belongs to an > existing RT ticket based on the subject line (your rt #ticket number) > .... if you are concerned about the from address I think (I did n't try > it) you can set the Reply Address on both your queue to > [EMAIL PROTECTED] > > Regards; > Roy > > Mathew Snyder wrote: >> I searched through the archives but didn't see anything that may have >> pertained >> to this. >> >> I have two queues: CustomerCare and CCEng (CustomerCare for >> Engineering). Is it >> possible to have one email address for both of these queues so that if >> a ticket >> is moved from one queue to the other it can still be handled using a >> single >> email address? >> >> To clarify, suppose I have a ticket. It is sent in from the customer to >> [EMAIL PROTECTED] This places it in the CustomerCare queue. >> It then >> gets moved to CCEng as it is an engineering related request. After >> moving it to >> the CCEng queue, the customer sends in a comment on it via >> [EMAIL PROTECTED] and it reaches the ticket in CCEng. >> >> Possible or no? >> >> Thanks, >> Mathew >> > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
