Email recipients confusing!

Hi; I’m trying to set up RT at my company, for handling incoming support
requests from outside via email. I’m using latest 3.6.3 on Linux.

I want to make sure that RT only sends the emails I want, to the people I
want. I’m looking at the scrips, and I have some questions, probably simple.
First, I’m not sure how each group is defined:

Requestors: the original sender of the email (from the From: header?)
or the web creator of the ticket; anyone else?
Owner: I understand this one :slight_smile:
CCs: how do you get on/off this list?
AdminCCs: how do you get on/off this list?
Other Recipients: what is this?

Does commenting on a ticket or corresponding on it make you a Cc, perhaps?

Do CCs of the original mail get on the CC list automatically?

In the scrip Actions, what does “Notify … as Comment” mean?

Are the built-in Scrips (Conditions and Actions) documented anywhere?

Is there any way to disable a Scrip without deleting it? I like to see what
options I have, and what I’ve customized.

I’m pretty sure that the only emails I want RT to send to the requestor are
ones that someone (owner normally) entered into RT; i.e. no autoreply on
create, nor on resolve. I want it to seem like they emailed us, and someone
replied to them – not like it’s an automated system.
That is this script, I think:
On Correspond Notify Requestors and Ccs with template Correspondence
as long as the Ccs are normally unset.

And I want the new owner to get an email if a ticket gets assigned to them:
On Owner Change Notify Owner with template Transaction

… and lastly, if someone here comments on a ticket, the other people here
watching that ticket should get an email:
On Comment Notify ??? as Comment with template Comment

. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner garyo@genarts.com
GenArts, Inc. Tel: 617-492-2888
955 Mass. Ave Fax: 617-492-2852
Cambridge, MA 02139 USA www.genarts.com

One more thing to add to my questions… hope you folks don’t mind.

I’d like my people here to be able to reply to a ticket from their own email
instead of the web interface sometimes, and cc RT so it goes into the record
of the ticket. If they do that, should they just cc support-rt-comment
instead of support-rt, to prevent RT from forwarding that email to the
requestor and others? Or is there a Condition I can use (or write) to tell
whether a certain transaction originated via email or web?

thanks;

. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner garyo@genarts.com
GenArts, Inc. Tel: 617-492-2888
955 Mass. Ave Fax: 617-492-2852
Cambridge, MA 02139 USA www.genarts.com

Gary Oberbrunner wrote in Article 46379569.4010900@genarts.com posted to
gmane.comp.bug-tracking.request-tracker.user:

One more thing to add to my questions… hope you folks don’t mind.

I’d like my people here to be able to reply to a ticket from their own
email instead of the web interface sometimes, and cc RT so it goes into
the record
of the ticket. If they do that, should they just cc support-rt-comment
instead of support-rt, to prevent RT from forwarding that email to the
requestor and others?

yes.

Paul Johnson
Email and IM (XMPP & Google Talk): baloo@ursine.ca

Gary Oberbrunner wrote in Article 4637824F.20306@genarts.com posted to
gmane.comp.bug-tracking.request-tracker.user:

Hi; I’m trying to set up RT at my company, for handling incoming support
requests from outside via email. I’m using latest 3.6.3 on Linux.

I want to make sure that RT only sends the emails I want, to the people I
want. I’m looking at the scrips, and I have some questions, probably
simple. First, I’m not sure how each group is defined:

Requestors: the original sender of the email (from the From: header?)
or the web creator of the ticket; anyone else?

The original sender, yes.

CCs: how do you get on/off this list?
AdminCCs: how do you get on/off this list?
Other Recipients: what is this?

The People tab lets you define these on a particular ticket. They get CCs.

In the scrip Actions, what does “Notify … as Comment” mean?

No email is generated, it adds a comment to the ticket.

Paul Johnson
Email and IM (XMPP & Google Talk): baloo@ursine.ca

At Thursday 5/3/2007 08:00 AM, Paul Johnson wrote:

Gary Oberbrunner wrote in Article 4637824F.20306@genarts.com posted to
gmane.comp.bug-tracking.request-tracker.user:

Other Recipients: what is this?

This refers to additional one-time Cc & Bcc recipients you type in on
the reply/comment screen. They receive copies of the reply or comment
but are not added to the ticket as watchers.

Steve

Gary: If you’re going to use the digests, be sure to split the digest into
individual messages and reply to those and not the digest itself. A great
example how to do this is available in the procmailex manpage. Replying to
the individual messages preserves threading, replying to the digest breaks
it.

If you’re not sure how or are unwilling to do that, please read this list
via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user
instead.

Gary Oberbrunner wrote in Article 463A1C66.8090503@genarts.com posted to
gmane.comp.bug-tracking.request-tracker.user:

Hi; I’m trying to set up RT at my company, for handling incoming support

requests from outside via email. I’m using latest 3.6.3 on Linux.

CCs: how do you get on/off this list?
AdminCCs: how do you get on/off this list?
Other Recipients: what is this?

The People tab lets you define these on a particular ticket. They get
CCs.

And I’m guessing anyone who updates the ticket gets auto-added or
something.

Nope. AFAICT, only the original requester is automatically added by
default. Edit or not, everybody else has to be manually added.

In the scrip Actions, what does “Notify … as Comment” mean?

No email is generated, it adds a comment to the ticket.

OK, that’s confusing (at least to me)! What’s the point then of
differentiating between (say) Notify AdminCcs as Comment, and Notify
Requestors as Comment? Nobody actually gets notified at all really. In
fact, isn’t this a noop:
On Comment Notify AdminCcs as Comment with template Admin Comment
since the comment was already created?

This is not a no-op. This functionality is included since there’s often
things a support department needs to discuss and document about a ticket
that is, for whatever reason, not for requester consumption.

Paul Johnson
Email and IM (XMPP & Google Talk): baloo@ursine.ca

Paul Johnson wrote:

Gary: If you’re going to use the digests, be sure to split the digest into
individual messages and reply to those and not the digest itself. A great
example how to do this is available in the procmailex manpage. Replying to
the individual messages preserves threading, replying to the digest breaks
it.

If you’re not sure how or are unwilling to do that, please read this list
via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user
instead.

Will do – sorry about that. nntp works great, I’m replying to this msg from
the nntp feed now. And thanks for the Cc clarifications!

– Gary

At Friday 5/4/2007 05:23 AM, Paul Johnson wrote:

In the scrip Actions, what does “Notify … as Comment” mean?

No email is generated, it adds a comment to the ticket.

OK, that’s confusing (at least to me)! What’s the point then of
differentiating between (say) Notify AdminCcs as Comment, and Notify
Requestors as Comment? Nobody actually gets notified at all really. In
fact, isn’t this a noop:
On Comment Notify AdminCcs as Comment with template Admin Comment
since the comment was already created?

This is not a no-op. This functionality is included since there’s often
things a support department needs to discuss and document about a ticket
that is, for whatever reason, not for requester consumption.

Paul,

The way you originally (and incorrectly) explained it, it is a no-op
(a notify action that doesn’t generate email?). See my explanation
yesterday under the digest subject heading for what ‘as comment’ means.

Steve

Gary Oberbrunner wrote in Article 463B3B50.608@genarts.com posted to
gmane.comp.bug-tracking.request-tracker.user:

Paul Johnson wrote:

Gary: If you’re going to use the digests, be sure to split the digest
into
individual messages and reply to those and not the digest itself. A
great example how to do this is available in the procmailex manpage.
Replying to the individual messages preserves threading, replying to the
digest breaks it.

If you’re not sure how or are unwilling to do that, please read this list
via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user
instead.

Will do – sorry about that. nntp works great, I’m replying to this msg
from the nntp feed now. And thanks for the Cc clarifications!

No problem. Hope it didn’t come off too heavy handed. Trying to be helpful
when providing pointers. :o)

Paul Johnson
Email and IM (XMPP & Google Talk): baloo@ursine.ca