[rt-users] Owner correspondance

[Jesse]

That should just work.  does RT seem to create two accounts for hank? (Does
it autocreate a non-privileged account?)  One option is to configure RT2 like
RT1 was and just grant 'everyone'  'ReplyToTicket' and 'CommentOnTicket'


On Wed, Jul 04, 2001 at 05:20:32PM -0400, Damian Gerow wrote:
> Quick question: is it possible to have the owner correspond with the ticket
> via e-mail:
> 
> In that:
> 
> 1 - Bubba sends in an email to queue Support, saying "My email doesn't
> work."
> 2 - All the watchers are notified.
> 3 - RT2 user Hank is the first to respond, jumps on the web, creates a reply
> saying, "Well, it worked this time.", and takes ownership of the ticket.
> 4 - Bubba then gets that notification (a la wonderful, wonderful magic of
> scrips), responds to it saying, "But I can't e-mail my sister about the
> family reunion.".
> 5 - Hank (again, by the wonderful, wonderful magic of scrips) receives
> notification, but for some reason, his web browser doesn't work right now.
> So he responds to the e-mail saying, "Just walk across the hall and ask
> her."
> 
> At this point, it would be nice for that correspondance to be entered into
> the RT database, and have Bubba updated with the new correspondance.
> However, we get a [Subject: Correspondance not recorded] [Body: Permission
> Denied] message.  I've set up permissions on the queue Support to allow the
> Owner to "Comment on Ticket", "Own Ticket", and "Reply to Ticket" (amongst a
> few others).
> 
> Looking at the owner, it (in the example given) would be set to user "hank".
> The correspondance via e-mail would not be coming from "hank" but "Hank
> McCoy <hank at dumpster.com>" (though "hank"'s e-mail address would be set to
> hank at dumpster.com).
> 
> Is there anyway to do this.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
jesse reed vincent -- root at eruditorum.org -- jesse at fsck.com 
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

Linux is like a Vorlon.  It is incredibly powerful, gives terse,
cryptic answers and has a lot of things going on in the background.