[rt-users] Fwd: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box

[Naresh Maharaj]

Kevin,

Our queue name is:  hm_customercare
Reply address is:  customercare at admin.hewittandmay.com
Comment address is:  comment at admin.hewittandmay.com

I do not believe RT is misconfigured.

We did not cust and past a comment into a REPLY.

Requestors are not seeing Comments that are added to a ticket.

However Requestors are seeing the same comments in the ticket history when
using the reply hyperlink. When a ticket is open there are 2 reply
hyperlinks that a user can click. One is in the top right hand corner of the
ticket which does not show the history and there are other reply hyperlinks
near each reply of the history.

Simply clicking reply hyperlink near the history of a ticket will reproduce
all the history including the Correspondences and Comments over the entire
history of the ticket. If that ticket has Comments in the history it is
shown as INLINE text which we would not have expected to see.

Naresh




On 4 January 2011 22:17, Kevin Falcone <falcone at bestpractical.com> wrote:

> On Tue, Jan 04, 2011 at 10:09:05PM +0000, Naresh Maharaj wrote:
> > Dear All
> >
> > We have found in issue in RT that causes us great concern.
> >
> > Below is a ticket which has a Comment followed by a Correspondence
> >
> > The problem is when we reply to a ticket (I assume this creates a
> > correspondence) the customer also sees the Comment in the reply.
> >
> > The example below has a Comment "Customer is complete nobhead."
> >
> > The Correspondence has a reply of "This ticket has now been closed."
> >
> > In the exact email below the customer / requester contactnkm at yahoo.comwould
> > have definitely seen the bizarre internal comment.
> >
> > I was under the impression that this could never happen as comments were
> for
> > internal use and never seen by the Requester.
>
> This looks like you quoted a comment in a reply
> RT will not send comments to requestors unless misconfigured to do so,
> but nothing stops you from taking a screenshot of a comment and
> sending it to a requestor or quoting a comment when corresponding with
> RT.
>
> You may have misconfigured RT to cause outbound comments to have a
> correspond address in it, but since you don't provide nearly enough
> data, we can't know what you did.
>
> -kevin
>
>
> > ---------- Forwarded message ----------
> > From: Naresh Maharaj <contactnkm at yahoo.com>
> > Date: 4 January 2011 22:01
> > Subject: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box
> > To: "Naresh (Gmail) Maharaj" <contactnkm at gmail.com>
> >
> >
> >
> >
> >
> >
> > --- On Tue, 4/1/11, rt-customercare at admin.hewittandmay.com <
> > rt-customercare at admin.hewittandmay.com> wrote:
> >
> > > From: rt-customercare at admin.hewittandmay.com <
> > rt-customercare at admin.hewittandmay.com>
> > > Subject: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box
> > > To: contactnkm at yahoo.com
> > > Cc: kirsty.lickorish at extera.co.uk, naresh at hewittandmay.com
> > > Date: Tuesday, 4 January, 2011, 21:35
> > > This ticket has now been closed.
> > >
> > > Henk, Customer Care
> > >
> > > Hewitt & May (Shirtmakers) Ltd
> > > customercare at hewittandmay.com
> > > www.hewittandmay.co.uk
> > >
> > > On Tue Jan 04 21:34:54 2011, henkdhoore wrote:
> > > > Customer is complete nobhead.
> > > >
> > > > Henk, Customer Care
> > > >
> > > > Hewitt & May (Shirtmakers) Ltd
> > > > customercare at hewittandmay.com
> > > > www.hewittandmay.co.uk
> > > >
> > >
> > >
> > >
> > >
> >
> >
> >
> >
> >
> >
> > --
> > Naresh Maharaj,
> >
> > Hewitt & May (Shirtmakers) Ltd
> > email: info at hewittandmay.com
> > web: http://www.hewittandmay.co.uk
>
>


-- 
Naresh Maharaj,

Hewitt & May (Shirtmakers) Ltd
email: info at hewittandmay.com
web: http://www.hewittandmay.co.uk
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