CC answering ticket issue

Cedric_Pages · October 10, 2014, 10:31am

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@datacorp.fr<mailto:cpages@datacorp.fr mailto:cpages@datacorp.fr<mailto:cpages@datacorp.fr> www.datacorp.fr<http://www.datacorp.fr/http://www.datacorp.fr<http:/www.datacorp.fr/>

Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png@01CEF839.D153FDD0]

Ryan_Whalen · October 10, 2014, 12:01pm

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,
RyanOn Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages CPages@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@datacorp.fr mailto:cpages@datacorp.fr www.datacorp.fr<http://www.datacorp.fr/ http://www.datacorp.fr<http:/www.datacorp.fr/>

Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png@01CEF839.D153FDD0]

–
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training

Cedric_Pages · October 10, 2014, 1:24pm

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@datacorp.fr mailto:cpages@datacorp.fr www.datacorp.fr http://www.datacorp.fr/
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png@01CEF839.D153FDD0]De : Ryan Whalen [mailto:rwhalen@advanceweb.com]
Envoyé : vendredi 10 octobre 2014 14:02
À : Cedric Pages
Cc : rt-users@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

Ryan_Whalen · October 10, 2014, 5:03pm

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@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@datacorp.fr cpages@datacorp.fr www.datacorp.fr
http://www.datacorp.fr/

Tel : 0825 595 005 - Fax : 04 22 13 01 23

[image: cid:image001.png@01CEF839.D153FDD0]

De : Ryan Whalen [mailto:rwhalen@advanceweb.com]
Envoyé : vendredi 10 octobre 2014 14:02
À : Cedric Pages
Cc : rt-users@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@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@datacorp.fr mailto:cpages@datacorp.fr www.datacorp.fr<http://www.datacorp.fr/ http://www.datacorp.fr<http:/www.datacorp.fr/>

Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png@01CEF839.D153FDD0]

–
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training

Cedric_Pages · October 14, 2014, 12:56pm

Thanks Ryan,

After investigating, I figure it out that, when I create a ticket by sending an email to support@ourcompany.com mailto:support@ourcompany.com and set other email addresses under Cc, the ticket is well created and I’m the requestor but the Cc persons of my email are not automatically granted Cc of the ticket!
That was why Cc couldn’t answer the ticket, because they had no permission on the ticket.
Is there a way to grant the Cc in emails Cc of the tickets? Or do we have to open the rights on the tickets to All?
Thanks for your help.

Kind regards,

Cédric Pagès
Ingénieur systèmes réseaux
291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE
cpages@datacorp.fr mailto:cpages@datacorp.fr www.datacorp.fr http://www.datacorp.fr/
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png@01CEF839.D153FDD0]De : Ryan Whalen [mailto:rwhalen@advanceweb.com]
Envoyé : vendredi 10 octobre 2014 19:04
À : Cedric Pages
Cc : rt-users@lists.bestpractical.com
Objet : Re: [rt-users] CC answering ticket issue

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

Kevin_Falcone · October 14, 2014, 4:50pm

After investigating, I figure it out that, when I create a ticket by sending an
email to support@ourcompany.com and set other email addresses under Cc, the
ticket is well created and I’m the requestor but the Cc persons of my email are
not automatically granted Cc of the ticket!

That was why Cc couldn’t answer the ticket, because they had no permission on
the ticket.

Is there a way to grant the Cc in emails Cc of the tickets? Or do we have to
open the rights on the tickets to All?

https://bestpractical.com/docs/rt/latest/RT_Config.html#ParseNewMessageForTicketCcs

-kevin