[rt-users] Replying to emails within the Ticket display screen from the web interface

[Martin Studer]

Hi folks,

I'm currently setting up a Request Tracker Instance version 4.0.6 for 
our company.  The general installation was successful and e-mail routing 
is working i.e. I'm able to receive e-mails into RT and  if I use the 
"forward" functionality RT sends out e-mails as well.
However I do have some basic questions regarding the "reply" 
functionality that is available in the web interface on the ticket 
display screen (History section).

Is there a way to configure the "reply" functionality in a way so that 
only the person that is the source of the e-mail (for which you hit 
"reply") will be sent an email ?

Here my observations:

  * There is a default delivered global scrip 'On Correspond Notify
    Requestors and Ccs' ( ScripCondition => 'On Correspond',
    ScripAction  => 'Notify Requestors And Ccs', Template =>
    'Correspondence').  If this scrip is in place and I use the "reply"
    functionality I can chose whether an email is sent to the requestor
    or not.  If another person sends an e-mail to Request Tracker (all
    e-mails into RT are considered correspondence) regarding this
    specific ticket, the requestor get's as well an email (which I do
    not want). If I remove the global scrip no e-mails are sent out when
    using the reply functionality.
  * If a person B sends an email regarding a Incident/Ticket where
    person A is requestor, the mail will be linked and then displayed in
    the history section for this incident/ticket.  If I use the "reply"
    functionality on this particular e-mail (from person B), the e-mail
    goes to the requestor. Is it correct that the "reply" functionality
    can rather be considered as a "reply to requestor" ? If yes how is
    it possible (via the web interface) to reply Person B ?


Hope my explanations are somewhat clear ;-)

Greets RT-Newbie

Martin


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