[rt-users] CC answering ticket issue

[Ryan Whalen]

Hi Cédric,

Just a guess, but try going to Admin > Queues > Select, select your queue,
then click the Group Rights menu option.

Click Cc from the menu on the left (under Roles), then check Reply to
tickets under the General Rights tab. Click the Save Changes button.

This same permission should be enabled by default for the Everyone group
under the SYSTEM section on the left, so it's possible this is not the
cause.

Thanks,
Ryan



On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages <CPages at datacorp.fr> wrote:

>  Hi all,
>
>
>
> We're having trouble with our RT version 4.2.8.
>
> When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket.
>
> As well as the message doesn't create a new ticket.
>
> If the requester is answering the same email, the ticket is updated.
>
> Do you have any idea why this is happening? Is anybody able to help?
>
> Thanks in advance.
>
>
>
> Kind regards,
>
>
>
> Cédric Pagès
>
> Ingénieur systèmes réseaux
>
> 291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
>
> cpages at datacorp.fr<mailto:cpages at datacorp.fr>               www.datacorp.fr<http://www.datacorp.fr/ <http://www.datacorp.fr%3chttp:/www.datacorp.fr/>>
>
> Tel : 0825 595 005 - Fax : 04 22 13 01 23
>
>
>
> [cid:image001.png at 01CEF839.D153FDD0]
>
>
>
>
> --
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> http://bestpractical.com/training
>
>
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