Re: [rt-users] Using 2 mail address for all ques
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 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 wrote: >> >> Subject: Re: [rt-users] Using 2 mail address for all ques >> To: "Asanka Gunasekera" >> Cc: "RT-List" >> 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 >> 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 >> >> >> >
Re: [rt-users] Using 2 mail address for all ques
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 wrote: > > Subject: Re: [rt-users] Using 2 mail address for all ques > To: "Asanka Gunasekera" > Cc: "RT-List" > 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 > 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 > > >
Re: [rt-users] Using 2 mail address for all ques
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 wrote: Subject: Re: [rt-users] Using 2 mail address for all ques To: "Asanka Gunasekera" Cc: "RT-List" 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 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
Re: [rt-users] Using 2 mail address for all ques
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 >
