Richard,<br><br>We do NOT have any notifications scrips conditioned on comments. We reserve comments for AdminCc's and Owners and sometimes Queue Cc's. They already have the rights to see a ticket so we don't have to worry about that kind of notification mess. <br>
<br>My advice would be to disable all those comment scrips and any customization related to comments. We're fairly restrictive on what we let people see/do to tickets. Hope this helps.<br><br>Kenn<br>LBNL<br><br><br><div class="gmail_quote">
On Mon, May 17, 2010 at 6:15 AM, Richard Mealing <span dir="ltr"><<a href="mailto:richard@fastnet.co.uk">richard@fastnet.co.uk</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
<div link="blue" vlink="purple" lang="EN-GB">
<div>
<div style="border-width: 1pt medium medium; border-style: solid none none; border-color: rgb(181, 196, 223) -moz-use-text-color -moz-use-text-color; padding: 3pt 0cm 0cm;">
<p class="MsoNormal"><b><span style="font-size: 10pt;" lang="EN-US"> </span></b></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">Hi
Kenn,</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">Hmm,
I have this set – </span></p>
<p class="MsoNormal"><b><span style="font-size: 10pt;" lang="EN-US"> </span></b></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">8
On Comment Notify AdminCcs as
Comment with template Admin Comment</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
Comment Notify AdminCcs as Comment</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">9
On Comment Notify Other
Recipients as Comment with template Correspondence</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
Comment Notify Other Recipients as Comment</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">5
On Correspond Notify AdminCcs
with template Admin Correspondence</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
Correspond Notify AdminCcs</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">7
On Correspond Notify Other
Recipients with template Correspondence</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
Correspond Notify Other Recipients</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">6
On Correspond Notify
Requestors and Ccs with template Correspondence</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
Correspond Notify Requestors and Ccs</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">1
On Correspond Open Tickets
with template Blank</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
Correspond Open Tickets</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">3
User Defined Autoreply To
Requestors with template Autoreply</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
Create Autoreply To Requestors</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">4
On Create Notify AdminCcs with
template Transaction</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
Create Notify AdminCcs</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">2
On Owner Change Notify Owner
with template Transaction</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
Owner Change Notify Owner</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">10
User Defined Notify Requestors with
template Resolved</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
Resolve Notify Requestors</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">11
On Transaction Extract Subject Tag
with template Blank</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> On
transaction, add any tags in the transaction's subject to the ticket's subject</span></p>
<p class="MsoNormal"><b><span style="font-size: 10pt;" lang="EN-US"> </span></b></p>
<p class="MsoNormal"><b><span style="font-size: 10pt;" lang="EN-US"> </span></b></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">I
have it working whereby if you send a comment it goes off to the address and
does not send the comment to the requester, but when they reply that goes to
the requester, which is likely the 5<sup>th</sup> or 6<sup>th</sup> script, but
when we correspond obviously we need that to go to the requester. </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">Would
you be so kind as to let me know how you do this? </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">Would
it be better if I configured this via a subdomain, where I could tell RT to only
reply if it did not come from <a href="http://submail.mydomain.com" target="_blank">submail.mydomain.com</a> but otherwise reply?</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">All
I want to achieve is somehow any forwards and comments and replies to the
forward and comments don’t get sent to the requester or anyone cc’d
to them.</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">However,
I want the requester to get replies and an auto reply as soon as they send a
new request.</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">Many
thanks,</span></p>
<p class="MsoNormal"><span style="font-size: 10pt;" lang="EN-US">Rich</span></p>
<p class="MsoNormal"><b><span style="font-size: 10pt;" lang="EN-US"> </span></b></p>
<p class="MsoNormal"><b><span style="font-size: 10pt;" lang="EN-US"> </span></b></p>
<p class="MsoNormal"><b><span style="font-size: 10pt;" lang="EN-US">From:</span></b><span style="font-size: 10pt;" lang="EN-US"> Kenneth Crocker [mailto:<a href="mailto:kfcrocker@lbl.gov" target="_blank">kfcrocker@lbl.gov</a>] <br>
<b>Sent:</b> 14 May 2010 18:10<br>
<b>To:</b> Richard Mealing; <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<b>Subject:</b> Re: [rt-users] FW: Comments.</span></p>
</div>
<p class="MsoNormal"> </p>
<p class="MsoNormal" style="margin-bottom: 12pt;">Richard,<br>
<br>
Have you checked <b>ALL</b> scrips to see if there is one that is initiated by
comments? Although this is not normal, someone could have created such a scrip.<br>
<br>
Kenn<br>
LBNL</p>
<div>
<p class="MsoNormal">On Fri, May 14, 2010 at 2:59 AM, Richard Mealing <<a href="mailto:richard@fastnet.co.uk" target="_blank">richard@fastnet.co.uk</a>> wrote:</p>
<div>
<div>
<p class="MsoNormal">Hi
everyone,</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">I’m
having issues with comments on RT, whereby someone in our company that does not
use the system replies using the comment address and this comment goes off to
the requester still.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">I
have set-up a comment address and as far as I can see it’s working
correctly, but sometimes it goes off to the requester.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">I
have been testing and when <u>I</u> do it the comment does not come back to my
test address, but if a customer emails, we send a comment to the sales team,
they reply (using outlook) and the comment goes off back to the customer.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Can
someone tell me how to overcome this issue?</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">I
have this set – </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Set($CorrespondAddress
, '<a href="mailto:help@mydomain.co.uk" target="_blank">help@mydomain.co.uk</a>');</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Set($CommentAddress
, '<a href="mailto:help-int@mydomain.co.uk" target="_blank">help-int@mydomain.co.uk</a>');</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">I
also have this set in fetchmail – </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">less
/usr/local/etc/fetchmailrc</p>
<p class="MsoNormal">poll
<a href="http://mail.mydomain.co.uk" target="_blank">mail.mydomain.co.uk</a>
proto pop3:</p>
<p class="MsoNormal">username
help0x023box password blahblah mda
"/usr/local/bin/rt-mailgate --url <a href="http://rt.mydomain.co.uk" target="_blank">http://rt.mydomain.co.uk</a> --queue Help --action correspond
--debug"</p>
<p class="MsoNormal">username
richtesthelp password blahblah mda
"/usr/local/bin/rt-mailgate --url <a href="http://rt.mydomain.co.uk" target="_blank">http://rt.mydomain.co.uk</a> --queue Help --action comment
--debug"</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">What
other information do you need?</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"><span lang="EN-US">Richard</span></p>
<p class="MsoNormal"> </p>
</div>
</div>
<p class="MsoNormal"><br>
<br>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<br>
Buy a copy at <a href="http://rtbook.bestpractical.com" target="_blank">http://rtbook.bestpractical.com</a></p>
</div>
<p class="MsoNormal"> </p>
</div>
</div>
</blockquote></div><br>