[rt-users] CC answering ticket issue

Ryan Whalen rwhalen at advanceweb.com
Fri Oct 10 13:03:44 EDT 2014


Is there a way to check the MTA logs to make sure the email is getting to
RT?

On Fri, Oct 10, 2014 at 9:24 AM, Cedric Pages <CPages at datacorp.fr> wrote:

>  Thanks Ryan for your answer.
>
> Unfortunately no change.
>
>
>
> As the requester, if I answer one of my ticket (by email), it will update
> the ticket.
>
> If the Cc try to do the same thing, the ticket isn’t updated and a nez
> ticket isn’t generated either.
>
>
>
> Hope this is enough clear.
>
> Thanks again for your help. If you had any other idea…
>
>
>
> Kind regards,
>
>
>
> *Cédric Pagès*
>
> Ingénieur systèmes réseaux
>
> 291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
>
> *cpages at datacorp.fr <cpages at datacorp.fr>*               *www.datacorp.fr
> <http://www.datacorp.fr/>*
>
> Tel *: 0825 595 005* - Fax *: 04 22 13 01 23*
>
>
>
> [image: cid:image001.png at 01CEF839.D153FDD0]
>
>
>
> *De :* Ryan Whalen [mailto:rwhalen at advanceweb.com]
> *Envoyé :* vendredi 10 octobre 2014 14:02
> *À :* Cedric Pages
> *Cc :* rt-users at lists.bestpractical.com
> *Objet :* Re: [rt-users] CC answering ticket issue
>
>
>
> 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]
>
>
>
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>
>
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