[rt-users] Workflow for comments or changing CC to BCC

[Kenneth Crocker]

Lars,

What happens is also determined by your settings in the Reply/Comment page.
You can configure RT to default to NOT sending out comments in an email
(which can be overridden in a template with the right code) and you can also
change that default while in the reply/comment screen. The email address for
comments really doesn't change that aspect. If you never send out comments
in the mail, then they are there for historical access IF, and only IF,
someone has the "ShowTicketComments" which is a *separate* right from
"ShowTicket".

Hope this helps.

Kenn
LBNL

On Tue, Aug 16, 2011 at 8:51 AM, Chris McCafferty <cjm at ias.edu> wrote:

> Dear LR:
>
> The short answer is that the definition of what a comment does is
> determined by your Scrips.
>
> On Aug 16, 2011, at 11:38 AM, Lars Reimann wrote:
>
> > Hi all,
> >
> > can someone please outline the workflow of comments in RT to me.
> >
> > I assume comments are for "internal" messages only. But how is this
> realized? We for example have the same mail address for reply and comment.
> >
> > I'd like to change normal CC actions to BCC.
> >
> >
> > My question: can I change all occurences of CC in
> > rt-3.8.8/lib/RT/Action/Notify
> > to BCC without doing damage?
> >
> > I will of course not do this there, but in a local customization (where
> shall I put the file?)
> >
> > Thanks in advance,
> > LR
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Chicago, IL, USA  September 26 & 27, 2011
> > *  San Francisco, CA, USA  October 18 & 19, 2011
> > *  Washington DC, USA  October 31 & November 1, 2011
> > *  Melbourne VIC, Australia  November 28 & 29, 2011
> > *  Barcelona, Spain  November 28 & 29, 2011
> >
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA  September 26 & 27, 2011
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29, 2011
> *  Barcelona, Spain  November 28 & 29, 2011
>
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