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

[Kenneth Crocker]

MArio,

I may be wrong, but I believe a user can set up what they want to see in
the History with settings. The default is set in the RT_SiteConfig.pm file.
You might want to see what your default is.

Kenn

On Wed, Aug 1, 2012 at 11:13 AM, Mayk Backus <backus at nlcom.nl> wrote:

>  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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