<div>Much appreciated Kenn,</div>
<div> </div>
<div>You were absolutely correct... when looking at it closer... found the simple thing I was missing. The email I was generating was from the autoreply from the ticket creation, which uses the Queue's email address setup in the config of the queue. That email address was missing a character(booking instead of bookings).... was throwing me for a loop, I knew it was something simple but I looked at it 1000 times and couldn't see it :(</div>
<div> </div>
<div>Very much appreciated... if I had hair it would be gone... but your response would allow it to grow back :D</div>
<div> </div>
<div>Thanks!</div>
<div>Mike.<br><br></div>
<div class="gmail_quote">On Mon, Jun 27, 2011 at 4:11 PM, Kenneth Crocker <span dir="ltr"><<a href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</a>></span> wrote:<br>
<blockquote style="BORDER-LEFT: #ccc 1px solid; MARGIN: 0px 0px 0px 0.8ex; PADDING-LEFT: 1ex" class="gmail_quote">Mike,<br><br>On first glance, I'd say the "Requestor" did NOT include a RT::Queue address when responding. Either the "To:" or a "Cc:" or even a "Bcc:" needs to have the RT Queue address in order for RT to get the response. On TOP of that, the ticket number needs to be referenced in the subject line or RT will create a new ticket with that response instead of putting it into ticket history.<br>
<br>That's at "First Glance".<br><br>Hope this helps.<br><br>Kenn<br>LBNL<br><br>
<div class="gmail_quote">
<div>
<div></div>
<div class="h5">On Mon, Jun 27, 2011 at 8:32 AM, Mike Johnson <span dir="ltr"><<a href="mailto:mike.johnson@nosm.ca" target="_blank">mike.johnson@nosm.ca</a>></span> wrote:<br></div></div>
<blockquote style="BORDER-LEFT: #ccc 1px solid; MARGIN: 0px 0px 0px 0.8ex; PADDING-LEFT: 1ex" class="gmail_quote">
<div>
<div></div>
<div class="h5">
<div>Hi folks,</div>
<div> </div>
<div>I'm missing something simple, but cannot find it.</div>
<div> </div>
<div>I've setup a new queue. I've set permissions to what I believe most of my other queues have.</div>
<div> </div>
<div>For some reason a reply by email from a requestor isn't showing up in the ticket. </div>
<div> </div>
<div>In my testing, I've added the "ReplyToTicket" right to both places now... </div>
<div> </div>
<div>Configuration - Global - Group Rights</div>
<div>Role</div>
<div>- requestor</div>
<div> </div>
<div>and </div>
<div> </div>
<div>Configuration - Queue - Group Rights</div>
<div>Role</div>
<div>- requestor</div>
<div> </div>
<div> </div>
<div>Is there something that would trump this? can you think of something I missed?</div>
<div> </div>
<div>I've tested a privileged user, existing non-privileged user, and a freshly created(auto by email submission) non-privileged user. In all cases they can create a ticket, can reply to tickets that they are not the requestor of just fine but can't reply to tickets they are the requestor on. </div>
<div> </div>
<div>Any thoughts on where to look would be appreciated.</div>
<div> </div>
<div>Thanks!</div>
<div>Mike.<br>-- <br>Mike Johnson<br>Datatel Programmer/Analyst<br>Northern Ontario School of Medicine<br>955 Oliver Road<br>Thunder Bay, ON P7B 5E1<br>Phone: <a href="tel:%28807%29%20766-7331" target="_blank" value="+18077667331">(807) 766-7331</a><br>
Email: <a href="mailto:mike.johnson@nosm.ca" target="_blank">mike.johnson@nosm.ca</a><br></div><br><br></div></div>--------<br>2011 Training: <a href="http://bestpractical.com/services/training.html" target="_blank">http://bestpractical.com/services/training.html</a><br>
</blockquote></div><br><br><br>--------<br>2011 Training: <a href="http://bestpractical.com/services/training.html" target="_blank">http://bestpractical.com/services/training.html</a><br></blockquote></div><br><br clear="all">
<br>-- <br>Mike Johnson<br>Datatel Programmer/Analyst<br>Northern Ontario School of Medicine<br>955 Oliver Road<br>Thunder Bay, ON P7B 5E1<br>Phone: (807) 766-7331<br>Email: <a href="mailto:mike.johnson@nosm.ca">mike.johnson@nosm.ca</a><br>