Email replies to comments


#1

Folks,

One common gotcha we’ve long had with RT-1.0.x has been that if
a queue member replies via email to an RT-generated comment message,
that email reply ends up going to the queue’s return address, which
is usually set to be the email address that accepts all incoming
correspondence. And thus a reply to a comment gets entered as
an RT “reply” instead of another “comment” – thus the Requestor
receives an email which should’ve remained a private comment.

So, and I apologize if this issue has been dealt with already (I didn’t
find a discussion of it in a quick scan of the list archives), we’d like
to see each queue have two return addresses: One for replies, and one
for comments; And RT2 should issue email messages with the return address
corresponding to the type of event that generated the message. In other
words, replies/correspondence will look as if they came from the
"correspond" address, and comments will look as if they came from
the “comment” address.

Make sense?

Thanks and regards,

Marion Hakanson hakanson@cse.ogi.edu
CSE Computing Facilities


#2

Folks,

So, and I apologize if this issue has been dealt with already (I didn’t
find a discussion of it in a quick scan of the list archives), we’d like
to see each queue have two return addresses: One for replies, and one
for comments; And RT2 should issue email messages with the return address
corresponding to the type of event that generated the message. In other
words, replies/correspondence will look as if they came from the
"correspond" address, and comments will look as if they came from
the “comment” address.

That is, in fact, what’s been implemented in RT2. :slight_smile:

Make sense?

Thanks and regards,


Marion Hakanson hakanson@cse.ogi.edu
CSE Computing Facilities


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