[rt-users] check for available recipients on reply

[Kevin Falcone]

On Fri, Sep 07, 2012 at 01:28:20PM +0200, inbel1 at telenet.be wrote:
> >> Our internal staff uses comments to put information in tickets for co-workers that can't be viewed by customers.
> >> Customer information is shared via correspondence.
> >> 
> >> Last week, a staff member deleted (accidentaly) the requestor of a ticket.  There were no other cc's or admin cc's.
> >> When the staff member clicked on Reply, RT did not sent a outgoing mail, but the message was flagged as Correspondence.
> >> 
> >> So I would like to make a check that returns an error to the user when he/she tries to reply on a ticket with no watchers.
> >> Should I try to do it with a scrip or should I adapt the Email.pm?
> 
> >You may want to grant the ShowOutgoingMail right and turn on the
> >SimplifiedRecipients configuration which will make a box appear above
> >the reply box indicating who will get this email.  Turning off
> >SimplifiedRecipients will get you a much more detailed view below the
> >reply.
> 
> View exact outgoing email messages and their recipients is granted.
> SimplifiedRecipients is turned on.

Great, but the empty box isn't enough for your users?  You could
customize that by making a local overlay of the
ShowSimplifiedRecipients component, or by submitting a patch to add a
callback to make it cleaner to insert a warning.

> But they should see an info/error box that informs them that they are
> replying to nobody (thus making a comment instead of a reply; although
> is is marked as correspondence in RT 4).

You mean it's effectively a comment because you have no Requestors or
Ccs, but since you recorded it as a Correspondence by clicking Reply,
RT is correctly recording it in the transaction as such.  RT is never
going to be changed to say "Huh, there are no requestors, I'll relabel
this a comment".

-kevin
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