Hi All,
Can anyone help me on this matter.
There are some cases that we will reply via Outlook. We will copy the subject in RT ( [support.domain.com #455] Test, for example and send it to specific person only. But as per testing the requestors involved in the ticket was receiving an email too.
Hopefully, I explained it clearly and somebody can help me on this.
Thank you.
Your help is very much appreciated.
Regards,
Karen
You want RT to process the email as a comment instead of correspondence.
What you have to do is set up the mailgate configuration to accept mail from another email address and then when you reply to that email in Outlook send the email to the comment address. UBMC has a short summary of the difference: Who sees the reply and comment in an RT ticket? - Find Help (FAQs) - UMBC
Hi Todd,
What about the scrips? There’s this "Modify who receives mail for ticket #
below in People page that if the requestors are checked and then copied the
subject [rt.com ##001] for example in Outlook, they will receive emails
too.
I disabled the scrips for this but if you reply via RT requestors can’t
receive. There’s no “To” also when you reply, only one-time-cc.
Hope I explained it clearly.
Thanks.
Regard,
Karen