[rt-users] Recording Replies in Tickets

[Kenneth Crocker]

Timothy,


	The problem is NOT that RT isn't tracking replies. The problem is that 
RT is NOT "accepting" them. Your problem is either a permission problem 
or a configuration problem, not a problem with RT tracking emails. If RT 
accepts the email, it WILL put it into the history of the correct 
ticket. I can't provide anymore help than that as I have no idea how you 
have set up your privileges (globally OR by Queue) nor whether you have 
seperate email addresses for each queue or what.


Kenn
LBNL

On 10/13/2008 7:14 AM, Timothy Kolosky wrote:
> After extensive research, I have been unable to find any good answer to 
> the following issue:
>  
> Our RT system will not track replies. Once a ticket is created, and we 
> reply to it, if a user sends a reply back, RT simply marks the email as 
> read, and basically ignores it. I tested it with a Yahoo! and Hotmail, 
> and upon receipt of each of my replies, RT did not track the email in 
> the ticket. It did send emails back to each account, from *unknown* 
> sender, that said the reply was unable to be recorded. Hotmail marked 
> the response as dangerous, and Yahoo said permission was denied.
>  
> What are we doing wrong that replies to tickets are not being recorded? 
> RT acknowledges the fact that a ticket exists, since it does not create 
> a new ticket, but does not record the email anywhere. It does not seem 
> to pose an issue for anyone, as far as I have been able to find. I have 
> not found anything in the Wiki, or even just on Google. Maybe I am using 
> the wrong search terms, but I have exhausted the options I can think of.
>  
> Any help would be greatly appreciated! Thank you!
>  
> ~Tim
> 
> ------------------------------------------------------------------------
> Want to do more with Windows Live? Learn “10 hidden secrets” from Jamie. 
> Learn Now 
> <http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008>
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com