Hello We found one thing which we don/t know what to do.
In RT 3.8.4. we have 10 different queues, where each queue has different email address. We found a problem, that when someone in one queue resolves the ticket, and put into One time CC email address of another RT queue, the mail is sent out, but is not created in that 2nd queue as new ticket. It seems it's lost or so. Normally, RT works like, that when it founds in subject some ticket ID, it adds this email to that ticket. Is there some way, that when someone closed ticket in one queue, and put into One Time CC email address of another queue, the new ticket will be created in that queue and not added into original ticket according to subject. But, we still want to keep the option, that when someone replies to some ticket, within same Queue (same email address of that queue) the email will be put into this ticket. Example: Queue 1 has email address [email protected] Queue 2 has email address [email protected] In queue1 agent resolved the ticket, and put into One time CC the email address of queue2. Normally, it sends out email with subject together with original ticket ID. We expect, that in the queue2 new ticket will be created. But nothing happen. No new ticket in queue2 or, original ticket is not updated with this comment (based on ticketID). When some normal user replies to some email from RT, it pastes his email to the ticket, so the Reply funcionality works. But the way between 2 queues within RT seems difficult. http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg Configuration of our RT. http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html Configuration%5B1%5D.html -- View this message in context: http://old.nabble.com/RT-Send-CC---mail-is-lost-tp27703389p27703389.html Sent from the Request Tracker - User mailing list archive at Nabble.com. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
