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

[Mike Johnson]

Much appreciated Kenn,

You were absolutely correct... when looking at it closer... found the simple
thing I was missing. The email I was generating was from the autoreply from
the ticket creation, which uses the Queue's email address setup in the
config of the queue. That email address was missing a character(booking
instead of bookings).... was throwing me for a loop, I knew it was something
simple but I looked at it 1000 times and couldn't see it :(

Very much appreciated... if I had hair it would be gone... but your response
would allow it to grow back :D

Thanks!
Mike.

On Mon, Jun 27, 2011 at 4:11 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> 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
>>
>
>
>
> --------
> 2011 Training: http://bestpractical.com/services/training.html
>



-- 
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
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