This forum has been a very useful source of knowledge and information in
our quest to extend RT usage in our organisation, but we are now hitting
another roadblock (hopefully one of the last).
Due to our organisation, it can happen that a member of the support team
(that are adminCC of the support queue) is as well the requestor of a
ticket (because they “stand in” for the client).
The issue is that in this case, the comment are not sent to this person.
It seems that the fact they are a requestor supersedes the fact that
they are adminCC of the queue and they do not receive comments.
They then lose track of the “life” of the ticket (I know, they can still
access the web and watch, but the beauty of email notification is all
I have tried to scan the code, but must admit I have not been able to
identify where “this” happens (the build of recipient list). Some hints
would be GREATLY appreciated.
I have tried to search into the archives of the mailing list but I have
found nothing related (I have found the “opposite” problem though) and I
have found nothing on the wiki either.
Many thanks in advance.
Head of Technology
Eckoh UK Limited
Telford House, Corner Hall,
Hemel Hempstead, Hertfordshire HP3 9HN
T 08701 107129
F 08701 107107
Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007
Winner, Innovation of the Year Award, Transport Innovations 2007
This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company.
Registered in England and Wales, No. 2796531
Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN
A member of the Eckoh Plc group of companies.