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<body lang="EN-US" link="blue" vlink="purple"><font style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">
Hello Mario,<br><br>Check the permissions of the users (or groups) involved on the queues. My experience is to take a piece of paper and draw out a matrix for the permission structure.. <br><br>Regards<br><br>Mayk</font><br> <br>
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<b>From</b>: Mario DiNatale [mailto:mdinatale@hamdenpd.com]
<br><b>Sent</b>: Wednesday, August 01, 2012 08:07 PM<br><b>To</b>: rt-users@lists.bestpractical.com <rt-users@lists.bestpractical.com>
<br><b>Subject</b>: Re: [rt-users] E-mails not updating History?
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<p class="MsoNormal"><span style="color:#1F497D">Sorry to bother you guys again, but it actually<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Appears that this issue is simpler than it initially appeared!<br>
The messages ARE making into the comment history, however<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Neither the poster nor the responder can see it, however<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">When logged in as root, I can see the full history of the messages…<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Does anyone know how I would go about fixing it so that everyone<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Involved in a ticket can see the full comment history?<br>
-m<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> Mario DiNatale
<br>
<b>Sent:</b> Wednesday, August 01, 2012 12:23 PM<br>
<b>To:</b> 'rt-users@lists.bestpractical.com'<br>
<b>Subject:</b> E-mails not updating History?<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Finishing up my virgin RT install today,<o:p></o:p></p>
<p class="MsoNormal">spent yesterday configuring fetchmail<o:p></o:p></p>
<p class="MsoNormal">and exchange to play nice… However I’m<o:p></o:p></p>
<p class="MsoNormal">running into a strange issue that I’m hoping<o:p></o:p></p>
<p class="MsoNormal">you gentleman can help me out with.<br>
<br>
When a user opens a ticket and comments on it,<o:p></o:p></p>
<p class="MsoNormal">emails are sent. When another user uses the web-ui<o:p></o:p></p>
<p class="MsoNormal">to make a comment, emails are sent and the comment<o:p></o:p></p>
<p class="MsoNormal">shows up in the ticket history. However, if a user reply’s<o:p></o:p></p>
<p class="MsoNormal">to a ticket email, the comment is received via email to<o:p></o:p></p>
<p class="MsoNormal">all the users requested, however the comment history<o:p></o:p></p>
<p class="MsoNormal">is never updated in the ticket itself, it seems to disappear<o:p></o:p></p>
<p class="MsoNormal">off into the void?<br>
<br>
Best guess I have is that it has something to do with fetchmail<o:p></o:p></p>
<p class="MsoNormal">not dropping it into an appropriate queue, so I’m attatching<o:p></o:p></p>
<p class="MsoNormal">my fetchmailrc below and the results of a manual fetchmail run.<br>
----------------------------------------------------------------------------------------------------------<o:p></o:p></p>
<p class="MsoNormal"><b><u>fetchmail run w/ 2 fake messages:</u></b><br>
# fetchmail -f /etc/rt3/fetchmailrc<o:p></o:p></p>
<p class="MsoNormal">fetchmail: No mail for rt at hpd-exc1<o:p></o:p></p>
<p class="MsoNormal">2 messages for rt-comment at hpd-exc1 (3886 octets).<o:p></o:p></p>
<p class="MsoNormal">reading message <a href="mailto:rt-comment@hpd-exc1.hamdenps.local:1">
rt-comment@hpd-exc1.hamdenps.local:1</a> of 2 (2092 octets) flushed<o:p></o:p></p>
<p class="MsoNormal">reading message <a href="mailto:rt-comment@hpd-exc1.hamdenps.local:2">
rt-comment@hpd-exc1.hamdenps.local:2</a> of 2 (1794 octets) flushed<o:p></o:p></p>
<p class="MsoNormal">----------------------------------------------------------------------------------------------------------<o:p></o:p></p>
<p class="MsoNormal"><b><u>fetchmailrc:<br>
</u></b>poll hpd-exc1<o:p></o:p></p>
<p class="MsoNormal">proto pop3:<o:p></o:p></p>
<p class="MsoNormal">auth password<o:p></o:p></p>
<p class="MsoNormal">username "rt"<o:p></o:p></p>
<p class="MsoNormal">password "******"<o:p></o:p></p>
<p class="MsoNormal">mda "/usr/local/bin/rt-mailgate --url <a href="http://tickets.hamdenps.local">
http://tickets.hamdenps.local</a> --queue I.T<o:p></o:p></p>
<p class="MsoNormal">--action correspond"<o:p></o:p></p>
<p class="MsoNormal">username "rt-comment"<o:p></o:p></p>
<p class="MsoNormal">password "*******"<o:p></o:p></p>
<p class="MsoNormal">mda "/usr/local/bin/rt-mailgate --url <a href="http://tickets.hamdenps.local">
http://tickets.hamdenps.local</a> --queue I.T<o:p></o:p></p>
<p class="MsoNormal">--action comment"<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">nokeep<o:p></o:p></p>
<p class="MsoNormal">ssl<o:p></o:p></p>
<p class="MsoNormal">sslfingerprint "E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E"<b><u><br>
</u></b>----------------------------------------------------------------------------------------------------------<o:p></o:p></p>
<p class="MsoNormal">Any thoughts or suggestions would be most appreciated gentlemen.<o:p></o:p></p>
<p class="MsoNormal">Thanks again,<o:p></o:p></p>
<p class="MsoNormal">-m<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:12.0pt"> </span><span style="font-size:13.0pt">Mario DiNatale<o:p></o:p></span></p>
<p class="MsoNormal"> <b>Information Technology Manager<o:p></o:p></b></p>
<p class="MsoNormal" style="mso-margin-top-alt:0in;margin-right:6.3pt;margin-bottom:0in;margin-left:6.3pt;margin-bottom:.0001pt">
<span style="font-size:10.0pt;color:black">2900 Dixwell Avenue Tel: 203-407-3187<o:p></o:p></span></p>
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<span style="font-size:10.0pt;color:black">Hamden, CT 06518 Fax: 203-230-4097<o:p></o:p></span></p>
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<span style="font-size:10.0pt;color:black"> <a href="http://www.hamden.com">
www.hamden.com</a><o:p></o:p></span></p>
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