Le 22/06/2016 à 16:21:25+0000, Jeffrey Pilant a écrit > Albert Shih writes: > >I would like to know on which header/subject RT know a incomming mail > >(throught rt-mailgate) is a answer to a old ticket. > > > >I ask that because I got this problem : > > > > 2 queues on our RT. One open ? A??, one ??B ??mostly close strict > > > > A ticket is created in B. > > > > Some user (rt user) forward the message from RT to user X. > > > > X answer to this message, but he not allow to answer on this queue > > (he's not a Cc). > > > > So RT answer to X with a ? permission denied ??message. > > > > X try to forward (yes a true forward throught the mta) this message > > to queue A and also get a permission denied. > > > > I check inside the log of RT, and see the RT still think the > > forwarded message is a answer to queue B. > > The design of RT will route email with a subject containing the ticket > number to the queue where the ticket is. If that is in a queue the > email sender is not allowed, then you get permission denied messages. > This routing overrides the named queue routing based on the email > address.
Ok. I understand. Just to be sure, can you confirm RT do not use the X-RT-Ticket: DOMAIN #6847 inside the header to routing the mail. > > To solve this, either grant permission, remove the ticket number (and > break the connection to the existing ticket), or reply to someone who Well it's hard to explain to requestors who barely understand what's a email why they need to change the subject. Especially juste the #[0-9]* > has access so that they can forward to RT. Yes I know that. The point is I through when I forward a message (meaning NO X-RT header) RT will know it's not a answer for some old ticket and automatically ignore the subject. Regards. -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: mer 22 jui 2016 21:29:49 CEST --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
