> On Fri, May 30, 2014 at 12:56:17PM +0000, Guadagnino Cristiano wrote: >> Hi all, >> RT usage is taking off lately here: we started with one division using >> it, and now there are four divisions using it and a fifth coming soon. >> >> We have been using just one RT instance, using groups and ACLs to >> separate the queues of one division from the others. >> Every division has its own email address that forwards to RT, and >> everything has been working very well till now. >> >> However, we have had a little nuisance that is slowly becoming bigger >> due to the increased number of users and requestors. >> >> The problem arises when one requestor (requestors often are completely >> unaware of the fact we are using RT internally) send a ticket to a >> division, and that division replies that the request should be made to >> another division. At this point, the requestor often takes the reply and >> forwards it to the other division, leaving it intact. >> Now, if the other division is using RT, the mail message from the >> requestor is again turned into a ticket and - due to the fact that it >> already contains a ticket number - it is appended to the old ticket >> thread instead of creating a new ticket in the other division's queues. >> >> Is anybody having this issue? How did you solve it? >> >> Ideally I think RT should append to the original ticket only if the >> receiving address is the same as the original ticket. Or at least, this >> is how it could work in our environment. Anybody foreseeing possible >> problems with this approach? >> >> Thank you in advance. >> Bye >> Cris > > Hi Cris, > > We a more general Helpdesk as one of the areas using RT and they have > the rights to put a ticket in any of the other areas' submission queues. > Then if something is mis-routed, we just drop it in the Helpdesk submission > queue for re-routing. > > Regards, > Ken >
Ken, thank you for your reply. This is what we do if it is immediately apparent to us that the request should be routed to another division. Probably my example was a bit too simplistic, however the fact is that sometimes the requestor feels the urge to reissue a rejected request to a different division. In that case we're out of luck, as we see the ticket re-opening the old thread, instead of opening a new ticket in another queue. Any other suggestions? Bye Cris -- RT Training - Boston, September 9-10 http://bestpractical.com/training
