On Thu, 2010-06-24 at 11:16 -0700, Kenneth Crocker wrote: > Ross, > > Along the same lines, you can also create a scrip to create a new > ticket in the Emergency Queue based on the same examination of the > subject line. > > Kenn > LBNL > > On Thu, Jun 24, 2010 at 10:35 AM, Jerrad Pierce > <[email protected]> wrote: > > I'm wondering if there's a way to make such that if a > someone replies to > > an existing ticket, but CCs the address for another queue in > the same RT > > installation, RT would create a new ticket in that CCd > queue. > > Given how RT handles addresses and talking to itself, etc. it > seems like it > would be better to check the subject for EMERGENCY and have a > scrip > move/notify/assign the ticket as needed. >
Thanks Kenn (and Jerrad), I don't know why I didn't consider the scrip approach. I'll give this a shot. Ross. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
