[rt-users] New Queue won't accept requestor replys

[Kenneth Crocker]

Mike,

On first glance, I'd say the "Requestor" did NOT include a RT::Queue address
when responding. Either the "To:" or a "Cc:" or even a "Bcc:" needs to have
the RT Queue address in order for RT to get the response. On TOP of that,
the ticket number needs to be referenced in the subject line or RT will
create a new ticket with that response instead of putting it into ticket
history.

That's at "First Glance".

Hope this helps.

Kenn
LBNL

On Mon, Jun 27, 2011 at 8:32 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> Hi folks,
>
> I'm missing something simple, but cannot find it.
>
> I've setup a new queue. I've set permissions to what I believe most of my
> other queues have.
>
> For some reason a reply by email from a requestor isn't showing up in the
> ticket.
>
> In my testing, I've added the "ReplyToTicket" right to both places now...
>
> Configuration - Global - Group Rights
> Role
> - requestor
>
> and
>
> Configuration - Queue - Group Rights
> Role
> - requestor
>
>
> Is there something that would trump this? can you think of something I
> missed?
>
> I've tested a privileged user, existing non-privileged user, and a freshly
> created(auto by email submission) non-privileged user. In all cases they can
> create a ticket, can reply to tickets that they are not the requestor of
> just fine but can't reply to tickets they are the requestor on.
>
> Any thoughts on where to look would be appreciated.
>
> Thanks!
> Mike.
> --
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at nosm.ca
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>
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