You can setup a script so that on creation of a ticket, the CC of the queue are notified.
Then, in the queue configuration, add the people who would normally receive email to the mailing list as CC. -- Mathieu Longtin 1-514-803-8977 On Mon, Sep 8, 2008 at 3:49 AM, David Burrows <[EMAIL PROTECTED]> wrote: > We maintain several support@ email addresses, which at the moment get > sent via distribution lists to our various support people. We wish to > transition from this setup, to hopefully, an RT setup. > > In order to this, we would like the ability to have a copy of each > ticket/response forwarded to an address AFTER the ticket/response has > been added to the queue. > > eg. Customer Tim sends "help me" to [EMAIL PROTECTED] > The following ticket "[mydomain.com #12345] help me" is created, and a > copy of this ticket is emailed to [EMAIL PROTECTED] (WITH the > modified subject) > > This way, anyone who receives "[EMAIL PROTECTED]", if they were > to reply to this email (and cc the reply back to [EMAIL PROTECTED]) > .. then the reply will get linked to the appropriate ticket. > > Ultimately, when everyone is comfortable with using the new RT system, > they can be removed from the "[EMAIL PROTECTED]" list, and use > the web interface instead. > > Thanking anyone kindly for any assistance they can give in advance. :) > _______________________________________________ > 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 >
_______________________________________________ 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
