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<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;mso-fareast-language:EN-US">Thanks Ryan,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;mso-fareast-language:EN-US">After investigating, I figure it out that, when I create a ticket by sending an email to
<a href="mailto:support@ourcompany.com">support@ourcompany.com</a> and set other email addresses under Cc, the ticket is well created and I’m the requestor but the Cc persons of my email are not automatically granted Cc of the ticket!<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;mso-fareast-language:EN-US">That was why Cc couldn’t answer the ticket, because they had no permission on the ticket.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;mso-fareast-language:EN-US">Is there a way to grant the Cc in emails Cc of the tickets? Or do we have to open the rights on the tickets to All?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;mso-fareast-language:EN-US">Thanks for your help.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;mso-fareast-language:EN-US">Kind regards,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal" style="text-indent:35.4pt"><b><span style="font-size:11.0pt;font-family:"Arial","sans-serif";color:black">Cédric Pagès<o:p></o:p></span></b></p>
<p class="MsoNormal" style="text-indent:35.4pt"><span style="font-size:11.0pt;font-family:"Arial","sans-serif";color:black">Ingénieur systèmes réseaux</span><span style="font-family:"Arial","sans-serif";color:black"><o:p></o:p></span></p>
<p class="MsoNormal" style="text-indent:35.4pt"><span style="font-size:8.0pt;font-family:"Arial","sans-serif";color:gray">291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><b><u><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:gray"><a href="mailto:cpages@datacorp.fr"><span style="color:gray">cpages@datacorp.fr</span></a></span></u></b><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:gray">
<b><a href="http://www.datacorp.fr/"><span lang="IT" style="color:gray">www.datacorp.fr</span></a></b>
<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black">Tel <b>: 0825 595 005</b></span><span lang="IT" style="font-size:11.0pt;font-family:"Arial","sans-serif";color:black"> -
</span><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black">Fax <b>: 04 22 13 01 23</b></span><span lang="IT" style="font-size:11.0pt;font-family:"Arial","sans-serif";color:black"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><i><span lang="EN-US" style="font-size:8.0pt;color:black"><o:p> </o:p></span></i></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><img border="0" width="411" height="79" id="Image_x0020_2" src="cid:image001.png@01CFE7BE.87DC06A0" alt="cid:image001.png@01CEF839.D153FDD0"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">De :</span></b><span style="font-size:11.0pt;font-family:"Calibri","sans-serif""> Ryan Whalen [mailto:rwhalen@advanceweb.com]
<br>
<b>Envoyé :</b> vendredi 10 octobre 2014 19:04<br>
<b>À :</b> Cedric Pages<br>
<b>Cc :</b> rt-users@lists.bestpractical.com<br>
<b>Objet :</b> Re: [rt-users] CC answering ticket issue<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Is there a way to check the MTA logs to make sure the email is getting to RT?<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">On Fri, Oct 10, 2014 at 9:24 AM, Cedric Pages <<a href="mailto:CPages@datacorp.fr" target="_blank">CPages@datacorp.fr</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Thanks Ryan for your answer.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Unfortunately no change.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">As the requester, if I answer one of my ticket (by email), it will update the ticket.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">If the Cc try to do the same thing, the ticket isn’t updated and a nez ticket isn’t
generated either.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Hope this is enough clear.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Thanks again for your help. If you had any other idea…</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Kind regards,</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:35.4pt">
<b><span style="font-size:11.0pt;font-family:"Arial","sans-serif";color:black">Cédric Pagès</span></b><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:35.4pt">
<span style="font-size:11.0pt;font-family:"Arial","sans-serif";color:black">Ingénieur systèmes réseaux</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:35.4pt">
<span style="font-size:8.0pt;font-family:"Arial","sans-serif";color:gray">291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:35.4pt">
<b><u><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:gray"><a href="mailto:cpages@datacorp.fr" target="_blank"><span style="color:gray">cpages@datacorp.fr</span></a></span></u></b><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:gray">
<b><a href="http://www.datacorp.fr/" target="_blank"><span lang="IT" style="color:gray">www.datacorp.fr</span></a></b>
</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:35.4pt">
<span lang="EN-US" style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black">Tel <b>: 0825 595 005</b></span><span lang="IT" style="font-size:11.0pt;font-family:"Arial","sans-serif";color:black"> -
</span><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black">Fax <b>: 04 22 13 01 23</b></span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:35.4pt">
<i><span lang="EN-US" style="font-size:8.0pt;color:black"> </span></i><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><img border="0" width="411" height="79" id="_x0000_i1025" src="cid:image001.png@01CFE7BE.87DC06A0" alt="cid:image001.png@01CEF839.D153FDD0"></span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">De :</span></b><span style="font-size:11.0pt;font-family:"Calibri","sans-serif""> Ryan Whalen [mailto:<a href="mailto:rwhalen@advanceweb.com" target="_blank">rwhalen@advanceweb.com</a>]
<br>
<b>Envoyé :</b> vendredi 10 octobre 2014 14:02<br>
<b>À :</b> Cedric Pages<br>
<b>Cc :</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<b>Objet :</b> Re: [rt-users] CC answering ticket issue</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Hi Cédric,<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Just a guess, but try going to Admin > Queues > Select, select your queue, then click the Group Rights menu option. <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Click Cc from the menu on the left (under Roles), then check Reply to tickets under the General Rights tab. Click the Save Changes button.<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">This same permission should be enabled by default for the Everyone group under the SYSTEM section on the left, so it's possible this is not the cause.<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Thanks,<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Ryan<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages <<a href="mailto:CPages@datacorp.fr" target="_blank">CPages@datacorp.fr</a>> wrote:<o:p></o:p></p>
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<pre><span lang="EN-US">Hi <span style="color:#1F497D">all</span>,</span><o:p></o:p></pre>
<pre><span lang="EN-US"> </span><o:p></o:p></pre>
<pre><span lang="EN-US">We're having trouble with our RT version 4.2.8.</span><o:p></o:p></pre>
<pre>When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket.<o:p></o:p></pre>
<pre>As well as the message doesn't create a new ticket.<o:p></o:p></pre>
<pre>If the requester is answering the same email, the ticket is updated.<o:p></o:p></pre>
<pre>Do you have any idea why this is happening? Is anybody able to help<span lang="EN-US">?</span><o:p></o:p></pre>
<pre>Thanks in advance.<o:p></o:p></pre>
<pre> <o:p></o:p></pre>
<pre>Kind regards,<o:p></o:p></pre>
<pre> <o:p></o:p></pre>
<pre>Cédric Pagès<o:p></o:p></pre>
<pre>Ingénieur systèmes réseaux<o:p></o:p></pre>
<pre>291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE<o:p></o:p></pre>
<pre><a href="mailto:cpages@datacorp.fr%3cmailto:cpages@datacorp.fr" target="_blank">cpages@datacorp.fr<mailto:cpages@datacorp.fr</a>> <a href="http://www.datacorp.fr%3chttp:/www.datacorp.fr/" target="_blank">www.datacorp.fr<http://www.datacorp.fr/</a>><o:p></o:p></pre>
<pre>Tel : 0825 595 005 - Fax : 04 22 13 01 23<o:p></o:p></pre>
<pre> <o:p></o:p></pre>
<pre>[<a href="cid:image001.png@01CEF839.D153FDD0">cid:image001.png@01CEF839.D153FDD0</a>]<o:p></o:p></pre>
<pre> <o:p></o:p></pre>
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<span class="hoenzb"><span style="color:#888888">--</span></span><span style="color:#888888"><br>
<span class="hoenzb">RT Training November 4 & 5 Los Angeles</span><br>
<span class="hoenzb"><a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a></span></span><o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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