Le 09/10/2014 21:41, Root Kev a écrit : > Hello, > > We have setup aliases for sendmail that route incoming emails to the > correct queue: > Example: > > #RT Mailgate user for "it" > it: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url > http://tracker.company.net/rt"; > it-comment: "|/opt/rt4/bin/rt-mailgate --queue 'it' --action comment > --url http://tracker.company.net/rt/"; > > #RT Mailgate user for "production" > production: "|/opt/rt4/bin/rt-mailgate --queue 'production' --action > correspond --url http://tracker.company.net/rt""; > production-comment: "|/opt/rt4/bin/rt-mailgate --queue production > --action comment --url http://tracker.company.net/rt/"; > > > We have started having an issue when an internal user forwards an email > with [ company.com <http://company.com> #1234] that they have been CCed > on, to a production support queue by changing the To address to the > email address for that queue, but RT is seeing the original ticket > number in the subject and is merging the email with the comment to the > original ticket. > > This has caused comments meant for internal users, ie: "Is this a bug?" > to be sent to a customer unintentionally. > > Is there any way to force RT to respect the incoming email/queue from > rt-mailgate over merging by the ticket numbers (when this type of thing > occurs)? >
no, you have to patch RT (lib/RT/Interfaces/Email.pm:sub Gateway) or disallow the user to send a mail to a queue where the ticket doesn't belong to, by writing a MailPlugin (http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html#WRITING-PLUGINS). -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:[email protected] - http://www.easter-eggs.com -- RT Training November 4 & 5 Los Angeles http://bestpractical.com/training
