[rt-users] E-mails not updating History?

[Mayk Backus]

Hello Mario,

Check the permissions of the users (or groups) involved on the queues. My experience is to take a piece of paper and draw out a matrix for the permission structure.. 

Regards

Mayk
 
From: Mario DiNatale [mailto:mdinatale at hamdenpd.com] 
Sent: Wednesday, August 01, 2012 08:07 PM
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com> 
Subject: Re: [rt-users] E-mails not updating History? 
 


Sorry to bother you guys again, but it actually

Appears that this issue is simpler than it initially appeared!
The messages ARE making into the comment history, however

Neither the poster nor the responder can see it, however

When logged in as root, I can see the full history of the messages…

Does anyone know how I would go about fixing it so that everyone

Involved in a ticket can see the full comment history?
-m

 

From: Mario DiNatale 
Sent: Wednesday, August 01, 2012 12:23 PM
To: 'rt-users at lists.bestpractical.com'
Subject: E-mails not updating History?



 

Finishing up my virgin RT install today,

spent yesterday configuring fetchmail

and exchange to play nice… However I’m

running into a strange issue that I’m hoping

you gentleman can help me out with.

When a user opens a ticket and comments on it,

emails are sent. When another user uses the web-ui

to make a comment, emails are sent and the comment

shows up in the ticket history. However, if a user reply’s

to a ticket email, the comment is received via email to

all the users requested, however the comment history

is never updated in the ticket itself, it seems to disappear

off into the void?

Best guess I have is that it has something to do with fetchmail

not dropping it into an appropriate queue, so I’m attatching

my fetchmailrc below and the results of a manual fetchmail run.
----------------------------------------------------------------------------------------------------------

fetchmail run w/ 2 fake messages:
# fetchmail -f /etc/rt3/fetchmailrc

fetchmail: No mail for rt at hpd-exc1

2 messages for rt-comment at hpd-exc1 (3886 octets).

reading message rt-comment at hpd-exc1.hamdenps.local:1 of 2 (2092 octets) flushed

reading message rt-comment at hpd-exc1.hamdenps.local:2 of 2 (1794 octets) flushed

----------------------------------------------------------------------------------------------------------

fetchmailrc:
poll hpd-exc1

proto pop3:

auth password

username "rt"

password "******"

mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T

--action correspond"

username "rt-comment"

password "*******"

mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T

--action comment"

 

nokeep

ssl

sslfingerprint "E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E"
----------------------------------------------------------------------------------------------------------

Any thoughts or suggestions would be most appreciated gentlemen.

Thanks again,

-m

 

                 Mario DiNatale

       Information Technology Manager

2900 Dixwell Avenue           Tel: 203-407-3187

Hamden, CT 06518               Fax: 203-230-4097

                      www.hamden.com

 

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