Oh, so.. You do need to setup a mailbox for rt-comment and rt-correspondance as they are, in fact, email accounts needing a mailbox for fetchmail to poll.
Just to be clear. Worth noting -- although I do specify the Queue as 'IT General' -- RT overrides this and adds the Reply or Correspondance to the correct ticket, no matter the queue. I could probably clean this up as it is leftover from my initial build and testing, but it works fine so I have left it. Fetchmailrc on my end accounts: root@jamie:~# cat /etc/fetchmailrc set daemon 60 set invisible set no bouncemail set syslog set logfile /var/log/fetchmail.log poll oa-internal.domain.com protocol imap username "rt-correspondance" password "password" mda "/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'IT General' --action correspond --url http://jamie.domain.com/" no keep poll oa-internal.domain.com protocol imap username "rt-comment" password "password" mda "/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'IT General' --action correspond --url http://jamie.domain.com/" no keep #other mailboxes below here, specifically for enabling email to support (and other departments) to open tickets. On Tue, Dec 29, 2015 at 1:30 PM, Trev <tre...@onepost.net> wrote: > Yes, > > RT parses the ticket id in the subject line to then apply the comments > or correspondence based on the correct ticket id number (located in the > subject line). > > I am using fetchmail as well... without problems at this point... > running on debian. > > As I add queues, I am sure to keep the default Reply Address and Comment > Address address fields blank and RT will use the defaults. > > Currently have about 40 queues, some are using email accounts to create > tickets with, some are not, but every queue uses the default Reply Address > and Comment Address. > > Rt 4.10.12 on Debian. > > I hope this helps. > > Trev > > On Tue, Dec 29, 2015 at 3:03 AM, Asanka Gunasekera < > asanka_gunasek...@yahoo.co.uk> wrote: > >> Hi Trevor, thank you for the reply, that is great! but as per >> >> http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427 >> >> RT users the mail address in a particular way to sort the correspondence >> and comments, does this works in your case? >> >> I am using fetchmail to retrieve mail, do I need to change the mail >> client? Can you direct me to an document to get this going? >> >> I am sorry if this sounds out of the way, what are the precautions that I >> need to change the current set-up? >> >> Thanks and Best Regards >> >> -------------------------------------------- >> On Mon, 28/12/15, Trev <tre...@onepost.net> wrote: >> >> Subject: Re: [rt-users] Using 2 mail address for all ques >> To: "Asanka Gunasekera" <asanka_gunasek...@yahoo.co.uk> >> Cc: "RT-List" <rt-users@lists.bestpractical.com> >> Date: Monday, 28 December, 2015, 19:31 >> >> You can >> use a shared rt-correspondance@ and rt-comment@ address. RT >> will use the ticket # when reading to modify the ticket >> accordingly. >> I have about 30 >> or so queues, and I use common rt-correspondance@ and >> rt-comments@ as you are asking about, without >> issue. >> Trev >> On Mon, Dec 28, 2015 at >> 6:42 AM, Asanka Gunasekera <asanka_gunasek...@yahoo.co.uk> >> wrote: >> Hi just >> wondering whether it is possible to use just 2 email >> addresses for all the queues. Once for correspondence and >> another for comment. In my RT implementation I have about 25 >> queus and each queue needs minimum of 1 dedicated mail >> account. If above is possible please let me know guide hot >> to achieve this! >> >> >> >> Thanks and Regards >> >> >> >