[rt-users] Re: Email recipients confusing!

[Paul Johnson]

Gary: If you're going to use the digests, be sure to split the digest into
individual messages and reply to those and not the digest itself.  A great
example how to do this is available in the procmailex manpage. Replying to
the individual messages preserves threading, replying to the digest breaks
it.

If you're not sure how or are unwilling to do that, please read this list
via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user
instead.

Gary Oberbrunner wrote in Article <463A1C66.8090503 at genarts.com> posted to
gmane.comp.bug-tracking.request-tracker.user:

>>> Hi; I'm trying to set up RT at my company, for handling incoming support
>>> > requests from outside via email.  I'm using latest 3.6.3 on Linux.
>>> > 
> ...
>>> >  CCs: how do you get on/off this list?
>>> >  AdminCCs: how do you get on/off this list?
>>> >  Other Recipients: what is this?
>> 
>> The People tab lets you define these on a particular ticket.  They get
>> CCs.
> 
> And I'm guessing anyone who updates the ticket gets auto-added or
> something.

Nope.  AFAICT, only the original requester is automatically added by
default.  Edit or not, everybody else has to be manually added.

>>> > In the scrip Actions, what does "Notify ... as Comment" mean?
>> 
>> No email is generated, it adds a comment to the ticket.
> 
> OK, that's confusing (at least to me)!   What's the point then of
> differentiating between (say) Notify AdminCcs as Comment, and Notify
> Requestors as Comment?  Nobody actually gets notified at all really.  In
> fact, isn't this a noop:
>   On Comment Notify AdminCcs as Comment with template Admin Comment
> since the comment was already created?

This is not a no-op.  This functionality is included since there's often
things a support department needs to discuss and document about a ticket
that is, for whatever reason, not for requester consumption.

-- 
Paul Johnson
Email and IM (XMPP & Google Talk): baloo at ursine.ca