We maintain several support@ email addresses, which at the moment get sent via distribution lists to our various support people. We wish to transition from this setup, to hopefully, an RT setup.
In order to this, we would like the ability to have a copy of each ticket/response forwarded to an address AFTER the ticket/response has been added to the queue. eg. Customer Tim sends "help me" to [EMAIL PROTECTED] The following ticket "[mydomain.com #12345] help me" is created, and a copy of this ticket is emailed to [EMAIL PROTECTED] (WITH the modified subject) This way, anyone who receives "[EMAIL PROTECTED]", if they were to reply to this email (and cc the reply back to [EMAIL PROTECTED]) .. then the reply will get linked to the appropriate ticket. Ultimately, when everyone is comfortable with using the new RT system, they can be removed from the "[EMAIL PROTECTED]" list, and use the web interface instead. Thanking anyone kindly for any assistance they can give in advance. :) _______________________________________________ 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
