Correspondence in 1.3.6x

RT Users
1

Hello List!

I have a question to rt 1.3.6x

If someone sends an eMail to rt a Ticket gets created. Then if I try to
reply from within RT, the system says ‘correspondence sent’, but no eMail
is sent out.

Only if I set up a script with ‘OnCorrespondence’ … The user gets the
message via eMail; But then, if the user replies to that answer, he also
gets back the eMail he sent as correspondence notification, which ist
quite confusing for many users.

Is there a way that the Requestor gets a mail, the Ticket-Owner sends via
‘Reply’ without also getting back his own mail?

Thx for any help
LL&P uk
Ulrich Kiermayr Zentraler Informatikdienst der Universitaet Wien
Security Team Boltzmanngasse 5, A-1090 Vienna, Austria
eMail: ulrich.kiermayr@univie.ac.at Tel: (+43 1) 4277 / 14104
Hotline: security.zid@univie.ac.at Fax: (+43 1) 4277 / 9141
Web: http://www.univie.ac.at/zid/security.html
GPG Key fingerprint = BF0D 5749 4DC1 ED74 AB67 7180 105F 491D A8D7 64D8

2

What precise 1.3.6x release were you running?
This was (i hope) fixed in 1.3.66

   -jOn Mon, Apr 02, 2001 at 11:13:26AM +0200, Ulrich Kiermayr wrote:

Hello List!

I have a question to rt 1.3.6x

If someone sends an eMail to rt a Ticket gets created. Then if I try to
reply from within RT, the system says ‘correspondence sent’, but no eMail
is sent out.

Only if I set up a script with ‘OnCorrespondence’ … The user gets the
message via eMail; But then, if the user replies to that answer, he also
gets back the eMail he sent as correspondence notification, which ist
quite confusing for many users.

Is there a way that the Requestor gets a mail, the Ticket-Owner sends via
‘Reply’ without also getting back his own mail?

Thx for any help
LL&P uk

Ulrich Kiermayr Zentraler Informatikdienst der Universitaet Wien
Security Team Boltzmanngasse 5, A-1090 Vienna, Austria

eMail: ulrich.kiermayr@univie.ac.at Tel: (+43 1) 4277 / 14104
Hotline: security.zid@univie.ac.at Fax: (+43 1) 4277 / 9141
Web: http://www.univie.ac.at/zid/security.html

GPG Key fingerprint = BF0D 5749 4DC1 ED74 AB67 7180 105F 491D A8D7 64D8

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