[rt-users] FW: Comments.

[Richard Mealing]

Hi Kenn,

 

Hmm, I have this set - 

 

8          On Comment Notify AdminCcs as Comment with template Admin
Comment

            On Comment Notify AdminCcs as Comment

 

9          On Comment Notify Other Recipients as Comment with template
Correspondence

            On Comment Notify Other Recipients as Comment

 

5          On Correspond Notify AdminCcs with template Admin
Correspondence

            On Correspond Notify AdminCcs

 

7          On Correspond Notify Other Recipients with template
Correspondence

            On Correspond Notify Other Recipients

 

6          On Correspond Notify Requestors and Ccs with template
Correspondence

            On Correspond Notify Requestors and Ccs

 

1          On Correspond Open Tickets with template Blank

            On Correspond Open Tickets

 

3          User Defined Autoreply To Requestors with template Autoreply

            On Create Autoreply To Requestors

 

4          On Create Notify AdminCcs with template Transaction

            On Create Notify AdminCcs

 

2          On Owner Change Notify Owner with template Transaction

            On Owner Change Notify Owner

 

10         User Defined Notify Requestors with template Resolved

            On Resolve Notify Requestors

 

11         On Transaction Extract Subject Tag with template Blank

            On transaction, add any tags in the transaction's subject to
the ticket's subject

 

 

I have it working whereby if you send a comment it goes off to the
address and does not send the comment to the requester, but when they
reply that goes to the requester, which is likely the 5th or 6th script,
but when we correspond obviously we need that to go to the requester. 

 

Would you be so kind as to let me know how you do this? 

 

Would it be better if I configured this via a subdomain, where I could
tell RT to only reply if it did not come from submail.mydomain.com but
otherwise reply?

 

All I want to achieve is somehow any forwards and comments and replies
to the forward and comments don't get sent to the requester or anyone
cc'd to them.

However, I want the requester to get replies and an auto reply as soon
as they send a new request.

 

 

Many thanks,

Rich

 

 

From: Kenneth Crocker [mailto:kfcrocker at lbl.gov] 
Sent: 14 May 2010 18:10
To: Richard Mealing; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] FW: Comments.

 

Richard,

Have you checked ALL scrips to see if there is one that is initiated by
comments? Although this is not normal, someone could have created such a
scrip.

Kenn
LBNL

On Fri, May 14, 2010 at 2:59 AM, Richard Mealing <richard at fastnet.co.uk>
wrote:

Hi everyone,

 

I'm having issues with comments on RT, whereby someone in our company
that does not use the system replies using the comment address and this
comment goes off to the requester still.

 

I have set-up a comment address and as far as I can see it's working
correctly, but sometimes it goes off to the requester.

 

 

I have been testing and when I do it the comment does not come back to
my test address, but if a customer emails, we send a comment to the
sales team, they reply (using outlook) and the comment goes off back to
the customer.

 

Can someone tell me how to overcome this issue?

 

 

I have this set - 

 

Set($CorrespondAddress , 'help at mydomain.co.uk');

 

Set($CommentAddress , 'help-int at mydomain.co.uk');

 

 

 

I also have this set in fetchmail - 

 

less /usr/local/etc/fetchmailrc

poll mail.mydomain.co.uk proto pop3:

username help0x023box   password blahblah   mda
"/usr/local/bin/rt-mailgate --url http://rt.mydomain.co.uk --queue Help
--action correspond --debug"

username richtesthelp   password blahblah   mda
"/usr/local/bin/rt-mailgate --url http://rt.mydomain.co.uk --queue Help
--action comment --debug"

 

What other information do you need?

 

Richard

 



Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20100517/58398cbf/attachment.htm>