[rt-users] RT-Send-CC - mail is lost
Following the below discussion, any update with the current RT V4 ? It seems to be impossible to forward tickets, or CC another queue when reply to the ticket. The only option is to have different instance of RT, independent system ? [rt-users] RT-Send-CC - mail is lost Kevin Falcone falcone at bestpractical.com Tue Feb 23 16:35:44 EST 2010 Previous message: [rt-users] RT-Send-CC - mail is lost Next message: [rt-users] RT-Send-CC - mail is lost Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] On Tue, Feb 23, 2010 at 05:37:39AM -0800, Miroslav Horvath wrote: Hello We found one thing which we don/t know what to do. In RT 3.8.4. we have 10 different queues, where each queue has different email address. We found a problem, that when someone in one queue resolves the ticket, and put into One time CC email address of another RT queue, the mail is sent out, but is not created in that 2nd queue as new ticket. It seems it's lost or so. Check your logs, and make sure OwnerEmail is configured When 3.8.8 is released, RT will actually start telling you that you're doing something illegal (asking it to send mail to itself, setting up a potential loop) -kevin Normally, RT works like, that when it founds in subject some ticket ID, it adds this email to that ticket. Is there some way, that when someone closes ticket in one queue, and put into One Time CC email address of another queue, the new ticket will be created in that queue and not added into original ticket according to subject. But, we still want to keep the option, that when someone replies to some ticket, within same Queue (same email address of that queue) the email will be put into this ticket. Example: Queue 1 has email address billing at zse.sk Queue 2 has email address outboundcckont at zse.sk In queue1 agent resolved the ticket, and put into One time CC the email address of queue2. Normally, it sends out email with subject together with original ticket ID. We expect, that in the queue2 new ticket will be created. But nothing happen. No new ticket in queue2 or, original ticket is not updated with this comment (based on ticketID). When some normal user replies to some email from RT, it pastes his email to the ticket, so the Reply funcionality works. But the way between 2 queues within RT seems difficult. http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg Configuration of our RT. http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html Configuration%5B1%5D.html -- next part -- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20100223/ 28760987/attachment.pgp Previous message: [rt-users] RT-Send-CC - mail is lost Next message: [rt-users] RT-Send-CC - mail is lost Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] More information about the RT-Users mailing list Regards Stephane Masse
[rt-users] RT-Send-CC - mail is lost
Hello We found one thing which we don/t know what to do. In RT 3.8.4. we have 10 different queues, where each queue has different email address. We found a problem, that when someone in one queue resolves the ticket, and put into One time CC email address of another RT queue, the mail is sent out, but is not created in that 2nd queue as new ticket. It seems it's lost or so. Normally, RT works like, that when it founds in subject some ticket ID, it adds this email to that ticket. Is there some way, that when someone closed ticket in one queue, and put into One Time CC email address of another queue, the new ticket will be created in that queue and not added into original ticket according to subject. But, we still want to keep the option, that when someone replies to some ticket, within same Queue (same email address of that queue) the email will be put into this ticket. Example: Queue 1 has email address bill...@zse.sk Queue 2 has email address outboundcck...@zse.sk In queue1 agent resolved the ticket, and put into One time CC the email address of queue2. Normally, it sends out email with subject together with original ticket ID. We expect, that in the queue2 new ticket will be created. But nothing happen. No new ticket in queue2 or, original ticket is not updated with this comment (based on ticketID). When some normal user replies to some email from RT, it pastes his email to the ticket, so the Reply funcionality works. But the way between 2 queues within RT seems difficult. http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg Configuration of our RT. http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html Configuration%5B1%5D.html -- View this message in context: http://old.nabble.com/RT-Send-CC---mail-is-lost-tp27703389p27703389.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-Send-CC - mail is lost
On Tue, Feb 23, 2010 at 05:37:39AM -0800, Miroslav Horvath wrote: Hello We found one thing which we don/t know what to do. In RT 3.8.4. we have 10 different queues, where each queue has different email address. We found a problem, that when someone in one queue resolves the ticket, and put into One time CC email address of another RT queue, the mail is sent out, but is not created in that 2nd queue as new ticket. It seems it's lost or so. Check your logs, and make sure OwnerEmail is configured When 3.8.8 is released, RT will actually start telling you that you're doing something illegal (asking it to send mail to itself, setting up a potential loop) -kevin Normally, RT works like, that when it founds in subject some ticket ID, it adds this email to that ticket. Is there some way, that when someone closes ticket in one queue, and put into One Time CC email address of another queue, the new ticket will be created in that queue and not added into original ticket according to subject. But, we still want to keep the option, that when someone replies to some ticket, within same Queue (same email address of that queue) the email will be put into this ticket. Example: Queue 1 has email address bill...@zse.sk Queue 2 has email address outboundcck...@zse.sk In queue1 agent resolved the ticket, and put into One time CC the email address of queue2. Normally, it sends out email with subject together with original ticket ID. We expect, that in the queue2 new ticket will be created. But nothing happen. No new ticket in queue2 or, original ticket is not updated with this comment (based on ticketID). When some normal user replies to some email from RT, it pastes his email to the ticket, so the Reply funcionality works. But the way between 2 queues within RT seems difficult. http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg Configuration of our RT. http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html Configuration%5B1%5D.html pgpbj4Nfw9mbQ.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-Send-CC - mail is lost
On 02/23/2010 04:35 PM, Kevin Falcone wrote: When 3.8.8 is released, RT will actually start telling you that you're doing something illegal (asking it to send mail to itself, setting up a potential loop) -kevin Any sort of a timeline on this? This month? next month? check your stocking at Xmas? Jeff ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
