[rt-users] Who gets to be a Requestor?

[Mike Friedman]

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(I'm running RT 3.4.2).

I've been under the impression that RT will add to the Requestor list for 
a ticket the origin email address of anyone who corresponds on a ticket, 
either to create it or for an existing ticket.

Yet, today I'm seeing a ticket that has been receiving correspondence from 
an interested party, who was not the ticket's creator, and he's not 
getting added as a Requestor.  This means our 'On Correspondence Notify 
Requestors' is not causing subsequent correspondence by others to get back 
to this person.  (As it happens, he's the true responsible party to the 
incident;  the creator of the ticket was an outsider who reported the 
incident to us and we subsequently notified the responsible party).

This person's email address is already defined as a user to RT, because he 
created a ticket with us some time ago.  And the history of the ticket in 
question does show his email userid in a 'Correspondence added' entry.

Meanwhile, this same person later created a new ticket on our RT system 
and he did become the Requestor.  So at least that part is working as I 
would expect.

Could someone tell me the rules RT follows in adding Requestors to a 
ticket?

Thanks.

Mike

_____________________________________________________________________
Mike Friedman                   System and Network Security
mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
1-510-642-1410                  University of California at Berkeley
http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
_____________________________________________________________________

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