<html><head><meta http-equiv="Content-Type" content="text/html charset=us-ascii"></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space;" class="">Thanks Matt.<div class=""><br class=""></div><div class="">I will review closer as I thought we had that setup correctly but apparently not</div><div class=""><br class=""></div><div class="">Joe</div><div class=""><br class=""><div apple-content-edited="true" class="">
<span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: -webkit-auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: -webkit-auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; " class=""><div class=""><div class="">Joe Kirby , Assistant Vice President, Business Systems</div><div class="">Division of Information Technology (DoIT) </div><div class="">Support Response - <a href="http://www.umbc.edu/doit" class="">http://www.umbc.edu/doit</a> </div><div class="">Administration 627</div><div class="">Office - 410-455-3020 </div><div class="">Email - <a href="mailto:kirby@umbc.edu" class="">kirby@umbc.edu</a></div></div></div></span></span>
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<br class=""><div><blockquote type="cite" class=""><div class="">On Dec 4, 2015, at 11:48 AM, Matt Zagrabelny <<a href="mailto:mzagrabe@d.umn.edu" class="">mzagrabe@d.umn.edu</a>> wrote:</div><br class="Apple-interchange-newline"><div class=""><div class="">On Fri, Dec 4, 2015 at 10:40 AM, Joe Kirby <<a href="mailto:kirby@umbc.edu" class="">kirby@umbc.edu</a>> wrote:<br class=""><blockquote type="cite" class="">Our queues are setup to not contact the requestor on a comment via email OR<br class="">to even let the requestor see the comment.<br class=""><br class="">One of my power users put a comment on the ticket but included as a one-time<br class="">cc someone who does not go into RT very often.<br class=""><br class="">That user actually replied back to the email which then contacted the<br class="">requestor with both his response and the original comment.<br class=""><br class="">Is there a way to recognize an email coming back to RT as a response to a<br class="">comment and suppressing any email notification etc. to the requestor?<br class=""></blockquote><br class="">There are two questions you ask in the above sentence.<br class=""><br class="">A. Is there a way to recognize an email coming back to RT as a<br class="">response to a comment?<br class=""><br class="">Yes. That should happen per your configs:<br class=""><br class="">Set($CommentAddress , '<a href="mailto:comment@rt.d.umn.edu" class="">comment@rt.d.umn.edu</a>');<br class=""><br class="">When comments go out (even to one-time-ccs) the reply-to address will<br class="">be whatever is configured.<br class=""><br class="">When replies to that comment come back to the system, your MTA is<br class="">configured to make those transactions comments:<br class=""><br class="">$ grep comment /etc/aliases<br class="">comment: "|/opt/rt4/bin/rt-mailgate --queue 'helpdesk' --action<br class="">'comment' --url <a href="https://rt.d.umn.edu" class="">https://rt.d.umn.edu</a>"<br class=""><br class="">B. And suppress any email notifications to the requestor?<br class=""><br class="">That is configured in your scrips.<br class=""><br class="">-m<br class=""></div></div></blockquote></div><br class=""></div></body></html>