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

[James Moseley]

On Tue, Jan 4, 2011 at 5:45 PM, Naresh Maharaj <naresh at hewittandmay.com>wrote:

>
> We think the problem is the following.
>
> If the last transaction was a COMMENT say COMMENT(15)
> You then click REPLY on COMMENT(15)
> This generated a CORRESPONDENCE (16) with COMMENT(15) as the history.
> In such cases the Requestor now gets the COMMENT(15)
>
>

That's exactly how RT works by default.  If a comment is made in a ticket
(let's say by an employee) and then it's either REPLIED to via email (with
the comment left in the email) or from within the RT interface on that
specific comment, the COMMENT most surely will be included in the REPLY to
the requester.

If you do not want the text of the comment sent to the requester, do not
include it in the email reply nor use the reply link in the specific comment
within the ticket interface.  If replying by email, delete the comment from
the email.  If replying via the RT interface, use the generic reply link at
the top of ticket.


-- 
James Moseley
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