Comments and correspond by mail

RT Users
1

Hi all

After a new ticket is create (by mail), RT send a mail to the requester and
to the watcher of the queue.

I would like to known how the watcher can put a comment to this ticket
using the mail ?

When the watcher reply to the RT mail, this mail is a �correspond�. How can
the watcher make just a comment (don’t send to the requester).

Actually I’ve two address :

one to do by procmail something like 

	/usr/bin/rt-mailgate --queue general --action correspond --url ....

and another 

	/usr/bin/rt-mailgate --queue general --action comment --url ...

so when I want to put a comment I change the �To:� field in my mail.

Is there any more simple way to do that ?

Regards.

Albert SHIH
SIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T�l�phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
Mer 3 f�v 2010 21:25:41 CET

2

Hi Albert

After a new ticket is create (by mail), RT send a mail to the requester
and to the watcher of the queue.

I would like to known how the watcher can put a comment to this ticket
using the mail ?

When the watcher reply to the RT mail, this mail is a . How
can the watcher make just a comment (don’t send to the requester).

I’ve worked around this with a scrip:

On Create Notify AdminCcs as Comment with template Transaction

you may need to modify other On Create actions.

Cheers
Toby

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3

After a new ticket is create (by mail), RT send a mail to the requester and
to the watcher of the queue.

I would like to known how the watcher can put a comment to this ticket
using the mail ?

When the watcher reply to the RT mail, this mail is a ?correspond?. How can
the watcher make just a comment (don’t send to the requester).

Change the To: to the comment address.

I’ve actually adjusted our scrips so AdminCCs get “as comment”. That
way, they have to change the To: to the correspond address to write to
Requestors.

Eleanor J. (Piglet) Evans, eje@panix.com
Customer Support, (212) 741-4400