MArio,<br><br>I may be wrong, but I believe a user can set up what they want to see in the History with settings. The default is set in the RT_SiteConfig.pm file. You might want to see what your default is.<br><br>Kenn<br>
<br><div class="gmail_quote">On Wed, Aug 1, 2012 at 11:13 AM, Mayk Backus <span dir="ltr"><<a href="mailto:backus@nlcom.nl" target="_blank">backus@nlcom.nl</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div link="blue" vlink="purple" lang="EN-US"><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>
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<b>From</b>: Mario DiNatale [mailto:<a href="mailto:mdinatale@hamdenpd.com" target="_blank">mdinatale@hamdenpd.com</a>]
<br><b>Sent</b>: Wednesday, August 01, 2012 08:07 PM<br><b>To</b>: <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a> <<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a>>
<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<u></u><u></u></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<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Neither the poster nor the responder can see it, however<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">When logged in as root, I can see the full history of the messages…<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Does anyone know how I would go about fixing it so that everyone<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d">Involved in a ticket can see the full comment history?<br>
-m<u></u><u></u></span></p>
<p class="MsoNormal"><span style="color:#1f497d"><u></u> <u></u></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> '<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a>'<br>
<b>Subject:</b> E-mails not updating History?<u></u><u></u></span></p>
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<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Finishing up my virgin RT install today,<u></u><u></u></p>
<p class="MsoNormal">spent yesterday configuring fetchmail<u></u><u></u></p>
<p class="MsoNormal">and exchange to play nice… However I’m<u></u><u></u></p>
<p class="MsoNormal">running into a strange issue that I’m hoping<u></u><u></u></p>
<p class="MsoNormal">you gentleman can help me out with.<br>
<br>
When a user opens a ticket and comments on it,<u></u><u></u></p>
<p class="MsoNormal">emails are sent. When another user uses the web-ui<u></u><u></u></p>
<p class="MsoNormal">to make a comment, emails are sent and the comment<u></u><u></u></p>
<p class="MsoNormal">shows up in the ticket history. However, if a user reply’s<u></u><u></u></p>
<p class="MsoNormal">to a ticket email, the comment is received via email to<u></u><u></u></p>
<p class="MsoNormal">all the users requested, however the comment history<u></u><u></u></p>
<p class="MsoNormal">is never updated in the ticket itself, it seems to disappear<u></u><u></u></p>
<p class="MsoNormal">off into the void?<br>
<br>
Best guess I have is that it has something to do with fetchmail<u></u><u></u></p>
<p class="MsoNormal">not dropping it into an appropriate queue, so I’m attatching<u></u><u></u></p>
<p class="MsoNormal">my fetchmailrc below and the results of a manual fetchmail run.<br>
----------------------------------------------------------------------------------------------------------<u></u><u></u></p>
<p class="MsoNormal"><b><u>fetchmail run w/ 2 fake messages:</u></b><br>
# fetchmail -f /etc/rt3/fetchmailrc<u></u><u></u></p>
<p class="MsoNormal">fetchmail: No mail for rt at hpd-exc1<u></u><u></u></p>
<p class="MsoNormal">2 messages for rt-comment at hpd-exc1 (3886 octets).<u></u><u></u></p>
<p class="MsoNormal">reading message <a href="mailto:rt-comment@hpd-exc1.hamdenps.local:1" target="_blank">
rt-comment@hpd-exc1.hamdenps.local:1</a> of 2 (2092 octets) flushed<u></u><u></u></p>
<p class="MsoNormal">reading message <a href="mailto:rt-comment@hpd-exc1.hamdenps.local:2" target="_blank">
rt-comment@hpd-exc1.hamdenps.local:2</a> of 2 (1794 octets) flushed<u></u><u></u></p>
<p class="MsoNormal">----------------------------------------------------------------------------------------------------------<u></u><u></u></p>
<p class="MsoNormal"><b><u>fetchmailrc:<br>
</u></b>poll hpd-exc1<u></u><u></u></p>
<p class="MsoNormal">proto pop3:<u></u><u></u></p>
<p class="MsoNormal">auth password<u></u><u></u></p>
<p class="MsoNormal">username "rt"<u></u><u></u></p>
<p class="MsoNormal">password "******"<u></u><u></u></p>
<p class="MsoNormal">mda "/usr/local/bin/rt-mailgate --url <a href="http://tickets.hamdenps.local" target="_blank">
http://tickets.hamdenps.local</a> --queue I.T<u></u><u></u></p>
<p class="MsoNormal">--action correspond"<u></u><u></u></p>
<p class="MsoNormal">username "rt-comment"<u></u><u></u></p>
<p class="MsoNormal">password "*******"<u></u><u></u></p>
<p class="MsoNormal">mda "/usr/local/bin/rt-mailgate --url <a href="http://tickets.hamdenps.local" target="_blank">
http://tickets.hamdenps.local</a> --queue I.T<u></u><u></u></p>
<p class="MsoNormal">--action comment"<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">nokeep<u></u><u></u></p>
<p class="MsoNormal">ssl<u></u><u></u></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>----------------------------------------------------------------------------------------------------------<u></u><u></u></p>
<p class="MsoNormal">Any thoughts or suggestions would be most appreciated gentlemen.<u></u><u></u></p>
<p class="MsoNormal">Thanks again,<u></u><u></u></p>
<p class="MsoNormal">-m<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal"><span style="font-size:12.0pt"> </span><span style="font-size:13.0pt">Mario DiNatale<u></u><u></u></span></p>
<p class="MsoNormal"> <b>Information Technology Manager<u></u><u></u></b></p>
<p class="MsoNormal" style="margin-right:6.3pt;margin-bottom:0in;margin-left:6.3pt;margin-bottom:.0001pt">
<span style="font-size:10.0pt">2900 Dixwell Avenue Tel: <a href="tel:203-407-3187" value="+12034073187" target="_blank">203-407-3187</a><u></u><u></u></span></p>
<p class="MsoNormal" style="margin-right:6.3pt;margin-bottom:0in;margin-left:6.3pt;margin-bottom:.0001pt">
<span style="font-size:10.0pt">Hamden, CT 06518 Fax: <a href="tel:203-230-4097" value="+12032304097" target="_blank">203-230-4097</a><u></u><u></u></span></p>
<p class="MsoNormal" style="margin-right:6.3pt;margin-bottom:0in;margin-left:6.3pt;margin-bottom:.0001pt">
<span style="font-size:10.0pt"> <a href="http://www.hamden.com" target="_blank">
www.hamden.com</a><u></u><u></u></span></p>
<p class="MsoNormal"><u></u> <u></u></p>
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