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<DIV><SPAN class=642093008-21112007><FONT face=Verdana size=2>Hi
all,</FONT></SPAN></DIV>
<DIV><SPAN class=642093008-21112007><FONT face=Verdana
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=642093008-21112007><FONT face=Verdana size=2>This forum has
been a very useful source of knowledge and information in our quest to extend RT
usage in our organisation, but we are now hitting another roadblock (hopefully
one of the last).</FONT></SPAN></DIV>
<DIV><SPAN class=642093008-21112007><FONT face=Verdana
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=642093008-21112007></SPAN><FONT face=Verdana><FONT
size=2>D<SPAN class=642093008-21112007>ue to our organisation, it can happen
that a member of the support team (that are adminCC of the support queue) is as
well the requestor of a ticket (because they "stand in" for the
client).</SPAN></FONT></FONT></DIV>
<DIV><FONT face=Verdana><FONT size=2><SPAN
class=642093008-21112007></SPAN></FONT></FONT> </DIV>
<DIV><FONT face=Verdana><FONT size=2><SPAN class=642093008-21112007>The issue is
that in this case, the comment are not sent to this person. It seems that the
fact they are a requestor supersedes the fact that they are adminCC of the
queue and they do not receive comments.</SPAN></FONT></FONT></DIV>
<DIV><FONT face=Verdana><FONT size=2><SPAN class=642093008-21112007>They then
lose track of the "life" of the ticket (I know, they can still access the web
and watch, but the beauty of email notification is all
gone).</SPAN></FONT></FONT></DIV>
<DIV><FONT face=Verdana><FONT size=2><SPAN
class=642093008-21112007></SPAN></FONT></FONT> </DIV>
<DIV><FONT face=Verdana><FONT size=2><SPAN class=642093008-21112007>I have tried
to scan the code, but must admit I have not been able to identify where "this"
happens (the build of recipient list). Some hints would be GREATLY
appreciated.</SPAN></FONT></FONT></DIV>
<DIV><FONT face=Verdana><FONT size=2><SPAN
class=642093008-21112007></SPAN></FONT></FONT> </DIV>
<DIV><FONT face=Verdana><FONT size=2><SPAN class=642093008-21112007>I have tried
to search into the archives of the mailing list but I have found nothing related
(I have found the "opposite" problem though) and I have found nothing on the
wiki either.</SPAN></FONT></FONT></DIV>
<DIV><SPAN class=642093008-21112007><FONT face=Verdana
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=642093008-21112007><FONT face=Verdana
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=642093008-21112007><FONT face=Verdana size=2>Many thanks in
advance.</FONT></SPAN></DIV> </FONT>
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<FONT FACE="Verdana" SIZE="2">--</FONT>
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<FONT FACE="Verdana" SIZE="2"> </FONT>
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<FONT FACE="Verdana" SIZE="2">Jean-Michel Cazaux</FONT>
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<FONT FACE="Verdana" SIZE="2">Head of Technology</FONT>
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