Matthew;
How is your aliases file set up? I haven't added the CCEng alias to mine and my
responses TO the ticket are getting through however, I'm not getting the servers
responses FROM my ticket.
Is that because of the NotifyActor thingy (sorry can't remember the
actual function), but in some RT setups RT would not send a notification
to the submitter of the update ..
Have you checked that??
Roy
Keep up with me and what I'm up to: http://theillien.blogspot.com
Toby Darling wrote:
How would the aliases file be configured for this. As it is,
CustomerCare uses
"--queue customercare" while CCEng uses "--queue cceng".
Trying to keep up with you :¬) , yes cause the email alias can only
point to 1 queue ( as far as I know), however this should n't effect
your customer experience ..
Best bet to try it ..create a ticket via email move the ticket to
another queue, etc etc ..practice makes perfect or something like that ..
This is how we've got RT set up - multiple queues, one email address. If
it's a reply to an existing ticket 'the right thing happens' and it gets
added to the ticket, if not, a new ticket is created in the queue
specified in aliases.
Cheers
Toby
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