RE: [rt-users] One email address, two queues
Afternoon, When it's a comment, it doesn't pay attention to the queue parameter, I believe. Steve Anderson Network Administrator BiP Solutions Ltd. 0141 2707312 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: 25 July 2007 14:01 To: RT Users Subject: [rt-users] One email address, two queues I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to [EMAIL PROTECTED] This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via [EMAIL PROTECTED] and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com __ This email has been scanned by Netintelligence http://www.netintelligence.com/email ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] One email address, two queues
Hi Matthew; I think this is default behaviour (unless I misunderstood your question), as soon as the ticket is created and your customer replies to the auto-responder, RT will understand this correspondence belongs to an existing RT ticket based on the subject line (your rt #ticket number) if you are concerned about the from address I think (I did n't try it) you can set the Reply Address on both your queue to [EMAIL PROTECTED] Regards; Roy Mathew Snyder wrote: I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to [EMAIL PROTECTED] This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via [EMAIL PROTECTED] and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] One email address, two queues
How would the aliases file be configured for this. As it is, CustomerCare uses --queue customercare while CCEng uses --queue cceng. Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: Hi Matthew; I think this is default behaviour (unless I misunderstood your question), as soon as the ticket is created and your customer replies to the auto-responder, RT will understand this correspondence belongs to an existing RT ticket based on the subject line (your rt #ticket number) if you are concerned about the from address I think (I did n't try it) you can set the Reply Address on both your queue to [EMAIL PROTECTED] Regards; Roy Mathew Snyder wrote: I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to [EMAIL PROTECTED] This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via [EMAIL PROTECTED] and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] One email address, two queues
Mathew; How would the aliases file be configured for this. As it is, CustomerCare uses --queue customercare while CCEng uses --queue cceng. Trying to keep up with you :¬) , yes cause the email alias can only point to 1 queue ( as far as I know), however this should n't effect your customer experience .. Best bet to try it ..create a ticket via email move the ticket to another queue, etc etc ..practice makes perfect or something like that .. Good luck; Roy (wondering when will someone answer his query :¬) Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: Hi Matthew; I think this is default behaviour (unless I misunderstood your question), as soon as the ticket is created and your customer replies to the auto-responder, RT will understand this correspondence belongs to an existing RT ticket based on the subject line (your rt #ticket number) if you are concerned about the from address I think (I did n't try it) you can set the Reply Address on both your queue to [EMAIL PROTECTED] Regards; Roy Mathew Snyder wrote: I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to [EMAIL PROTECTED] This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via [EMAIL PROTECTED] and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] One email address, two queues
How would the aliases file be configured for this. As it is, CustomerCare uses --queue customercare while CCEng uses --queue cceng. Trying to keep up with you :¬) , yes cause the email alias can only point to 1 queue ( as far as I know), however this should n't effect your customer experience .. Best bet to try it ..create a ticket via email move the ticket to another queue, etc etc ..practice makes perfect or something like that .. This is how we've got RT set up - multiple queues, one email address. If it's a reply to an existing ticket 'the right thing happens' and it gets added to the ticket, if not, a new ticket is created in the queue specified in aliases. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] One email address, two queues
-Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Wednesday, July 25, 2007 10:00 AM To: Toby Darling Cc: RT Users Subject: Re: [rt-users] One email address, two queues How is your aliases file set up? I haven't added the CCEng alias to mine and my responses TO the ticket are getting through however, I'm not getting the servers responses FROM my ticket. Once a ticket number is created, further correspondence on that ticket (identified by the [server.com #xxx] in the subject line) goes to the ticket, regardless of the queue. At least that's been my experience. I've got a 3.6.1. installation that's pretty much vanilla. We have a single queue in which almost all tickets are opened. From there, they get assigned to one of a half-dozen or so other queues for action. The basic queue is set up as rt: |/opt/rt3/bin/rt-mailgate --queue Systems --action correspond --url http://rt.studentuniverse.com/; rt-comment: |/opt/rt3/bin/rt-mailgate --queue Systems --action comment --url http://rt.studentuniverse.com/; while the others are set up as dbtasks:|/opt/rt3/bin/rt-mailgate --queue Database --action correspond --url http://rt.studentuniverse.com/; dbtasks-comment:|/opt/rt3/bin/rt-mailgate --queue Database --action comment --url http://rt.studentuniverse.com/; newusers: |/opt/rt3/bin/rt-mailgate --queue NewUsers --action correspond --url http://rt.studentuniverse.com/; builds: |/opt/rt3/bin/rt-mailgate --queue Builds --action correspond --url http://rt.studentuniverse.com/; builds-comment: |/opt/rt3/bin/rt-mailgate --queue Builds --action comment --url http://rt.studentuniverse.com/; ... We do have folks who will respond to the autoreply (with the proper subject line) to add more information, and those get to the right place even if the ticket has been moved to a different queue -- regardless of whether they send the mail to the rt@ address, or one of the queue-specific addresses. As for mail going back out on correspond, that seems to work just the way that one would expect. Of course, once the ticket has been moved, the templates/scrips/etc are the ones for the _new_ queue -- so watchers and so on need to be added to the new queue as well as the old one. Is RT logging anything that might give you a hint? In the queue config, did you just leave the reply and comment addresses blank, or did you explicitly set them to be the same as the customercare address? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] One email address, two queues
Matthew; How is your aliases file set up? I haven't added the CCEng alias to mine and my responses TO the ticket are getting through however, I'm not getting the servers responses FROM my ticket. Is that because of the NotifyActor thingy (sorry can't remember the actual function), but in some RT setups RT would not send a notification to the submitter of the update .. Have you checked that?? Roy Keep up with me and what I'm up to: http://theillien.blogspot.com Toby Darling wrote: How would the aliases file be configured for this. As it is, CustomerCare uses --queue customercare while CCEng uses --queue cceng. Trying to keep up with you :¬) , yes cause the email alias can only point to 1 queue ( as far as I know), however this should n't effect your customer experience .. Best bet to try it ..create a ticket via email move the ticket to another queue, etc etc ..practice makes perfect or something like that .. This is how we've got RT set up - multiple queues, one email address. If it's a reply to an existing ticket 'the right thing happens' and it gets added to the ticket, if not, a new ticket is created in the queue specified in aliases. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
