[rt-users] reply via email from AdminCC does not go to Requestor

[マーティン]

Hi Sven,

Thank you very much for responding.

> > A new user can send a mail to RT and properly get automatically
> > registered, and the AdminCCs get the new ticket notify sent to them.
> > If an AdminCC (or owner) uses the UI to reply, the Requestor is properly
> > sent a mail.  However, if an AdminCC (or owner) sends a reply via email,
> > the other AdminCCs get notified, but not the Requestor.
> > In all cases the Requestor is different from the AdminCC (or owner)
> > sending the reply, and the Requestor is an unprivileged user.
>
> So If I understood it right, the person which send the reply to
> the ticket, don't get a reply. Independently if the sender is an
> admin or a unprivileged user.
>

Actually, the person sending the reply is an AdminCC, and the person expecting 
to get the reply but not getting it is the requestor.  These two actors are 
different people.

> > The UI works, so maybe its a rights problem?
>
> but you can't test it with the unprivileged user ;-)
>
> > Currently the Requestor group has the following rights on the queue:
>
> hmm maybe this is the problem, maybe you can checke if the
> problem still exist when you give the group 'everybody'
> the right to reply and create tickets.
>

Thanks for the advice.  I should have put this in my earlier mail,
The 'everybody' group already has the (global) right to create and reply to 
tickets.

> > Also, NotifyActor is set to 1
>
> This was of course what I thought first is the problem you have
> "Set($NotifyActor, 1);" in the config file and restarted the
> webserver?
>

Yes, the webserver has been restarted after changing the configuration, to no 
avail.

> > I have searched the archives (and Google) and found there are people
> > with similar problems, but unfortunately without any solution that works
> > for me.
>
> hmm rt is rather complicated with a lot of places to misconfigure.
> As far as I can remember there was no issue with not
> sending replies if configured, otherwise a lot of users would
> complain.

Yeah, I would think it is one of the most basic functions of RT, and it is 
frustrating that it doesn't work...I figure I must just have it misconfigured 
somewhere, so I would much appreciate your continued help to work me through 
to the solution!

Thanks,
Martin