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

[Martin Studer]

Hi Kevin,

Thanks a lot for your feedback about the reply functionality. It looks 
to be esier to reply to e-mails outside of RT and forward a copy to RT.

Kind regards

Martin


Am 24.08.2012 17:02, schrieb Kevin Falcone:
> On Fri, Aug 24, 2012 at 09:49:40AM +0200, Martin Studer wrote:
>>       * 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.
> You need to change the condition to be something like "On Correspond
> by Staff member" or some other restriction.  Otherwise how is RT to
> know whose mail should go to the requestor and whose shouldn't.
>
> There's some code for this in RTIR that could be stolen.
>
> It's also possible that these second emails might want to be comments,
> not correspondence.  Depends who is sending them and why.
>
>>       * 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 ?
> Person B will show up on the People page to be added permanently as a
> Cc or a Requestor.  During a Reply they will also show up under the
> One-time-Cc line on the reply page so they can be looped in on this
> reply.
>
> -kevin

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