[rt-users] Question about Comments

Joe Kirby kirby at umbc.edu
Fri Dec 4 11:59:23 EST 2015


Thanks Matt.

I will review closer as I thought we had that setup correctly but apparently not

Joe

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - kirby at umbc.edu

> On Dec 4, 2015, at 11:48 AM, Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:
> 
> On Fri, Dec 4, 2015 at 10:40 AM, Joe Kirby <kirby at umbc.edu> wrote:
>> Our queues are setup to not contact the requestor on a comment via email OR
>> to even let the requestor see the comment.
>> 
>> One of my power users put a comment on the ticket but included as a one-time
>> cc someone who does not go into RT very often.
>> 
>> That user actually replied back to the email which then contacted the
>> requestor with both his response and the original comment.
>> 
>> Is there a way to recognize an email coming back to RT as a response to a
>> comment and suppressing any email notification etc. to the requestor?
> 
> There are two questions you ask in the above sentence.
> 
> A. Is there a way to recognize an email coming back to RT as a
> response to a comment?
> 
> Yes. That should happen per your configs:
> 
> Set($CommentAddress , 'comment at rt.d.umn.edu');
> 
> When comments go out (even to one-time-ccs) the reply-to address will
> be whatever is configured.
> 
> When replies to that comment come back to the system, your MTA is
> configured to make those transactions comments:
> 
> $ grep comment /etc/aliases
> comment: "|/opt/rt4/bin/rt-mailgate --queue 'helpdesk' --action
> 'comment' --url https://rt.d.umn.edu"
> 
> B. And suppress any email notifications to the requestor?
> 
> That is configured in your scrips.
> 
> -m

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