[rt-users] FW: Comments.

[Kenneth Crocker]

Richard,

We do NOT have any notifications scrips conditioned on comments. We reserve
comments for AdminCc's and Owners and sometimes Queue Cc's. They already
have the rights to see a ticket so we don't have to worry about that kind of
notification mess.

My advice would be to disable all those comment scrips and any customization
related to comments. We're fairly restrictive on what we let people see/do
to tickets. Hope this helps.

Kenn
LBNL


On Mon, May 17, 2010 at 6:15 AM, Richard Mealing <richard at fastnet.co.uk>wrote:

>   * *
>
> 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/20100517/3c7cda99/attachment.htm>