About the Comment Address in queues

Hi all,

I would like to ask about the Comment Address in a queue. Correct me
if I am wrong, but I know that the Reply Address is to allow people to
reply to this address to automatically add an entry in the discussion.
What does the Comment Address do then? It doesn’t seem to allow
people to send an email to it to create a comment, and with good
reason since there’s no telling which ticket the comment will go to.
Can someone please describe what Comment Address does to me?

Thanks.

Howard Kao wrote:

I would like to ask about the Comment Address in a queue. Correct me
if I am wrong, but I know that the Reply Address is to allow people to
reply to this address to automatically add an entry in the discussion.

You’re not wrong.

What does the Comment Address do then? It doesn’t seem to allow
people to send an email to it to create a comment, and with good
reason since there’s no telling which ticket the comment will go to.

Now you are. :slight_smile: That’s exactly the reason for the comment
address. Assuming the subject tag is intact, this will work
just fine.

What does the Comment Address do then? It doesn’t seem to allow
people to send an email to it to create a comment, and with good
reason since there’s no telling which ticket the comment will go to.

Now you are. :slight_smile: That’s exactly the reason for the comment
address. Assuming the subject tag is intact, this will work
just fine.

Oh, so you are saying that RT decides which ticket discussion to add a
comment in by looking at the subject of a mail sent to Comment
Address, provided that the subject of the email matches either the
subject of a ticket?

I thought this would be explained in the docs but I apparently have
missed it. Thanks for the help.

Oh, so you are saying that RT decides which ticket discussion to add a
comment in by looking at the subject of a mail sent to Comment
Address, provided that the subject of the email matches either the
subject of a ticket?

Matching replies to existing tickets is always done by finding
the ticket number in the subject line in a specific format.

I thought this would be explained in the docs but I apparently have
missed it. Thanks for the help.

This is in a different place. First you have to configure 2 email
aliases for RT - one for replies and to create new tickets
(–action correspond) and another for comments (–action comment).
For new tickets you need to specify the initial queue as well. This
is ignored for replies with that match on existing ticket numbers
so you don’t really need to set the queue-specific correspond/comment
addresses within RT that are used as reply addresses unless you want
to make it appear that they came from different addresses. However
the generic comment address or the queue-specific one you use must
be an address that matches an alias that adds the "–action comment"
option for rt-mailgate.

Les Mikesell
les@futuresource.com

Oh, so you are saying that RT decides which ticket discussion to add a
comment in by looking at the subject of a mail sent to Comment
Address, provided that the subject of the email matches either the
subject of a ticket?

Matching replies to existing tickets is always done by finding
the ticket number in the subject line in a specific format.

I thought this would be explained in the docs but I apparently have
missed it. Thanks for the help.

This is in a different place. First you have to configure 2 email
aliases for RT - one for replies and to create new tickets
(–action correspond) and another for comments (–action comment).
For new tickets you need to specify the initial queue as well. This
is ignored for replies with that match on existing ticket numbers
so you don’t really need to set the queue-specific correspond/comment
addresses within RT that are used as reply addresses unless you want
to make it appear that they came from different addresses. However
the generic comment address or the queue-specific one you use must
be an address that matches an alias that adds the "–action comment"
option for rt-mailgate.


Les Mikesell
les@futuresource.com

I do have a line for --action comment along with a --action correspond
line for a queue. It’s just that, without knowing the specific format
for RT to match incoming email headers to record the email as a
comment to a specific ticket, my rt-mailgate line with --action
comment will make a new ticket instead. Can you point to me where in
the docs says about this? Thanks.

I do have a line for --action comment along with a --action correspond
line for a queue. It’s just that, without knowing the specific format
for RT to match incoming email headers to record the email as a
comment to a specific ticket, my rt-mailgate line with --action
comment will make a new ticket instead. Can you point to me where in
the docs says about this? Thanks.

I’m not sure where it is in the docs, but it should be obvious
if you’ve seen an email sent by RT. The subject line
has: [rtname #nnnn] prepended to the original subject
where rtname is what you set in RT_SiteConfig.pm for
$rtname and nnnn is the ticket number. Mail replies that
keep that intact in the subject of the reply will be
added to the existing ticket which stays in its current
queue regardless of the queue specified by the alias receiving
it.

But just to make sure the earlier point is clear: the
function of the Comment Address that you can set per
queue is just to supply a ‘From:’ address on email that
will direct replies back to an alias that has the
–action comment. With a normal setup the default will
work since the queue specified in the alias is ignored
when the ticket exists, but you may want to use different
names that relate to different queues for reasons other
than functionality.

Les Mikesell
les@futuresource.com