We are using 3.6.1 with postfix and procmail. It isn't a complicated setup but a new configuration we're testing has an interesting "feature" which needs some special attention.
We have five customer-facing queues (Triage, Network, Systems, Operations and Sales). Triage is the only one in which tickets can be created by outside parties. The other four support correspondence but cannot have new tickets created within by outside parties. In to facilitate this, we run a cron job which polls our customer database and builds a procmail script listing all of the allowed "from" addresses. Any incoming email is parsed through the script and if allowed is then handed off to rt-mailgate. In the /etc/aliases file, we alias the four non-triage queues to Triage which, again, allows new ticket creation. This serves to place all new ticket requests in Triage as a new ticket while allowing RT to do it's thing by parsing the subject and placing all correspondence for existing tickets in the right place. On the surface this is a wonderful setup. We guarantee that all new tickets are only in the new ticket queue while all existing tickets get updated appropriately. However, I have discovered a fault which I'm hoping the RT Faithful can help me with. I have a monthly cron job which generates an email to be sent to one of the four other queues; one of the four which doesn't allow new ticket creation. However, the "from" address for this email is internal. The ticket that it generates is intended to spawn three child tickets. The problem is that, since this is a new ticket, it gets trapped in the Triage queue and isn't allowed to move on to the queue it is intended for. What I need help with is finding a method that will allow this one email (or any internal email, actually) to be allowed to bypass Triage and go directly to its intended queue. I've considered not aliasing the one queue to Triage. This will lead to an unwanted side-effect. Right now, by trapping all new ticket requests in Triage, we are preventing the automatically generated email which confusingly states that a person is not allowed to create a ticket. Instead, the ticket is created in Triage and the auto-reply is sent stating this. Should I cease the aliasing, if a person decides to send a ticket to Systems (the non-Triage queue which the email cron job is sending to) then they will receive the reply stating that a user could not be found or whatever the confusing reply is. I'd like to avoid this. So, if I haven't convoluted this yet and someone has been able to follow what I'm trying to say, can that person help me figure out how to allow incoming, internal emails to avoid this trap I've created? -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
