On Wed, Sep 04, 2013 at 12:53:29PM +1000, Sam Wilson wrote: > Hi rt-users, > I have configured a multiple queue RT instance with mailgate as follows, > we create new tickets > in the support queue before moving them to specific queues to be worked on > and closed. > [email protected] > [email protected] > [email protected] > By itself mailgate is working fine. For example I can raise a ticket > directly in queue1 via > email. > The issue is around the process of creating all tickets in the support > pool before moving to a > different queue. This means that users who reply to [email protected] > after having the > ticket moved will actually duplicate a new ticket with a new ID as their > original ticket is > now at [email protected].
This isn't how a properly configured RT works. Are your users removing the Subject Tag? The [sitename #1234] in your email subjects allow RT to route email sent to [email protected] back to the ticket which has been moved to queue2. -kevin
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