On Wed, Oct 15, 2014 at 10:23:48AM +0200, Emmanuel Lacour wrote: > > 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)?
As I believe has been said, but I'll repeat it. Using the ticket id instead of the incoming email is a feature of RT. For example, it allows me to move a ticket from development to sales when we need to get something quoted back and a user can email any address and have it routed. > 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). Alternately, you can use the same code used by the RepliesToResolved plugin which forces new ticket creation if the replied to ticket is in an inactive state. https://github.com/bestpractical/rt-extension-repliestoresolved http://bestpractical.com/docs/rt/latest/RT/Interface/Email.html#ExtractTicketId Hopefully soon we'll release a backport of the new gateway we're developing for 4.4 which would also make plugging this in easier. -kevin
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