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Hi folks, <br>
<br>
I'm currently setting up a Request Tracker Instance version 4.0.6
for our company. The general installation was successful and e-mail
routing is working i.e. I'm able to receive e-mails into RT and if
I use the "forward" functionality RT sends out e-mails as well. <br>
However I do have some basic questions regarding the "reply"
functionality that is available in the web interface on the ticket
display screen (History section).<br>
<br>
Is there a way to configure the "reply" functionality in a way so
that only the person that is the source of the e-mail (for which you
hit "reply") will be sent an email ?<br>
<br>
Here my observations:<br>
<br>
<ul>
<li>There is a default delivered global scrip 'On Correspond
Notify Requestors and Ccs' ( ScripCondition => 'On
Correspond', ScripAction => 'Notify Requestors And Ccs',
Template => 'Correspondence'). If this scrip is in place and
I use the "reply" functionality I can chose whether an email is
sent to the requestor or not. If another person sends an e-mail
to Request Tracker (all e-mails into RT are considered
correspondence) regarding this specific ticket, the requestor
get's as well an email (which I do not want). If I remove the
global scrip no e-mails are sent out when using the reply
functionality. <br>
</li>
<li>If a person B sends an email regarding a Incident/Ticket where
person A is requestor, the mail will be linked and then
displayed in the history section for this incident/ticket. If I
use the "reply" functionality on this particular e-mail (from
person B), the e-mail goes to the requestor. Is it correct that
the "reply" functionality can rather be considered as a "reply
to requestor" ? If yes how is it possible (via the web
interface) to reply Person B ? </li>
</ul>
<p><br>
Hope my explanations are somewhat clear ;-)<br>
<br>
Greets RT-Newbie <br>
<br>
Martin<br>
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<br>
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