[rt-users] replies are not send to the requestor

[Eric Goodman]

At 2:15 PM +0200 9/21/2000, Jens.Mattfeld at atmel-wm.com wrote:
>Hi,
>
>for the requetor I have just selected 'Send an autoreply....'
>
>This means that requestors will always be sent copies of all
>correspondence.)
>
>But that does not work. If I reply through the web interface no email is
>sent to the requestor.
>

Send an autoreply means that when someone sends a new request they 
get a message saying "your request has been received". (The text of 
this message is manipulated in the queue's templates directory). It 
does NOT mean that all messages are copied to the originator.

If "Send email notifications of each transaction (except comment)" is 
selected they will get copies of all transactions but comments.


If you want an email-based reply to go to the requestor you have to 
mail to a correspondence queue, not a comment or action queue.

If you "reply" through the web interface the message is cc:ed to the 
requestor regardless of queue settings.


How are you determining that the requestor isn't getting a copy?

Note that RT appears to send a separate copy of the message to the 
requestor than to the queue members. That is, you won't see the 
requestor on the cc: line of the message you get from RT, but the 
requestor will get a copy of the message nonetheless. I believe this 
is to keep the requestor from being able to mail the queue members 
directly.

--- Eric