Hi, I did this script under one queue, on correspond, user defined, template resolved (relevant ?) transaction create or batch (both not works)
Any advice if this is a good way to proceed to copy ticket to other queue when cc particular emails ? Custom Condition my $ContentObj = $self->TransactionObj->Attachments->First(); my $Headers = $ContentObj->{values}{headers}; if ($Headers =~ /^To: .*OTHERQUEUEMAILBOX.*/im) { return 0; } if ($Headers =~ /^CC: .*OTHERQUEUEMAILBOX.*/im) { return 0; } return 1; Custom action preparation code: local $Text::Wrap::columns = 64; my %links = ('*' => 'DependedOnBy', '+' => 'Parents', '@' => 'RefersTo'); my $tkt = $self->TicketObj; my $cont = $self->TransactionObj->Content; my $requestors = [ $tkt->Requestors->MemberEmailAddresses ]; my $sym = qr/[\Q@{[join '', keys %links]}\E]/; my $tsubject = $self->TicketObj->Subject; $cont =~ s/^\s*(#[^\n]+\n)+\n?//s; $cont =~ s/^-- \n.+$//m; 1 while $cont =~ s/^(\s*$sym\s*[^\n]+)\n(?!^$sym)/$1 /m; my $new_tkt = RT::Ticket->new($RT::Nobody); my ($id, $msg) = $new_tkt->Create( Queue => "TODO", Subject => $tsubject, Status => 'new', Owner => $tkt->Owner, Requestor => $requestors, $links{$link} => $tkt->Id, MIMEObj => MIME::Entity->build(Data => $cont) ); From: Stephane Masse Sent: Friday, March 30, 2012 3:46 PM To: 'rt-users@lists.bestpractical.com' Subject: Multi Queue Management - Tickets copy to other queue Hi, I have an instance of RT 4, with different queues in the system for different emails (IT@... HR@...) When I try to reply to a requestor, I can CC one more department, but RT don't create the ticket, due to the loop prevention mechanism I disable the loop prevention, then RT merge the ticket due the subject Tag. So both are not what I expected We also try 2 extensions but cannot achieve to transfer tickets between queues by CCs. Anyone have the same scenario, or RT is not capable to handle multi queue ? What is the best approach, scripting, extensions, modify the source of email.pm, sendmail.pm or emailparser.pm ? Regards Stephane Masse