Turns out this was a pebkac issue for me. We had set a SubjectTag for each queue rather than using the sitename. After removing the individual subjecttags this is working correctly.
Cheers, Sam On Thu, Sep 5, 2013 at 5:19 AM, Kevin Falcone <[email protected]>wrote: > 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 >
