CommandByMail hide commands

Dear list,

Is there a way to hide CommandByMail commands from the requestor?
When we ‘resolve’ a ticket via mail the requestor receives the mail.
Can we hide this?

Thx,
P.

What about using the comment address and not the E-mail
address. It should also be possible to make a patch to
strip them out, maybe to a separate attachment to help
debug problems.

KenOn Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote:

Dear list,

Is there a way to hide CommandByMail commands from the requestor?
When we ‘resolve’ a ticket via mail the requestor receives the mail.
Can we hide this?

Thx,
P.


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Can you be more specific?
I also posted my question on the cpanforum but that seems death.

P.On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall ktm@rice.edu wrote:

What about using the comment address and not the E-mail
address. It should also be possible to make a patch to
strip them out, maybe to a separate attachment to help
debug problems.

Ken

On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote:

Dear list,

Is there a way to hide CommandByMail commands from the requestor?
When we ‘resolve’ a ticket via mail the requestor receives the mail.
Can we hide this?

Thx,
P.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The comment address is the mail to RT that is only sent to
admins and adminccs and not requestors or ccs. The default
is usually rt-comment. I hope that helps.

KenOn Mon, Mar 22, 2010 at 05:47:37PM +0100, polloxx wrote:

Can you be more specific?
I also posted my question on the cpanforum but that seems death.

P.

On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall ktm@rice.edu wrote:

What about using the comment address and not the E-mail
address. It should also be possible to make a patch to
strip them out, maybe to a separate attachment to help
debug problems.

Ken

On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote:

Dear list,

Is there a way to hide CommandByMail commands from the requestor?
When we ‘resolve’ a ticket via mail the requestor receives the mail.
Can we hide this?

Thx,
P.

It seems like the requestor receives mail sent to rt-comment. Or is
this a option I can disable?On Tue, Mar 23, 2010 at 7:06 PM, Kenneth Marshall ktm@rice.edu wrote:

The comment address is the mail to RT that is only sent to
admins and adminccs and not requestors or ccs. The default
is usually rt-comment. I hope that helps.

Ken

On Mon, Mar 22, 2010 at 05:47:37PM +0100, polloxx wrote:

Can you be more specific?
I also posted my question on the cpanforum but that seems death.

P.

On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall ktm@rice.edu wrote:

What about using the comment address and not the E-mail
address. It should also be possible to make a patch to
strip them out, maybe to a separate attachment to help
debug problems.

Ken

On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote:

Dear list,

Is there a way to hide CommandByMail commands from the requestor?
When we ‘resolve’ a ticket via mail the requestor receives the mail.
Can we hide this?

Thx,
P.

This does not happen out of the box. Comments only go to
AdminCc’s and not the Requestor. This sounds like a local
modification, either to make requestors AdminCc’s or to
send comments to requestors. Check your Scrips.

Cheers,
KenOn Mon, Mar 29, 2010 at 02:30:45PM +0100, polloxx wrote:

It seems like the requestor receives mail sent to rt-comment. Or is
this a option I can disable?

On Tue, Mar 23, 2010 at 7:06 PM, Kenneth Marshall ktm@rice.edu wrote:

The comment address is the mail to RT that is only sent to
admins and adminccs and not requestors or ccs. The default
is usually rt-comment. I hope that helps.

Ken

On Mon, Mar 22, 2010 at 05:47:37PM +0100, polloxx wrote:

Can you be more specific?
I also posted my question on the cpanforum but that seems death.

P.

On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall ktm@rice.edu wrote:

What about using the comment address and not the E-mail
address. It should also be possible to make a patch to
strip them out, maybe to a separate attachment to help
debug problems.

Ken

On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote:

Dear list,

Is there a way to hide CommandByMail commands from the requestor?
When we ‘resolve’ a ticket via mail the requestor receives the mail.
Can we hide this?

Thx,
P.

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com