We do NOT have any notifications scrips conditioned on comments. We reserve
comments for AdminCc’s and Owners and sometimes Queue Cc’s. They already
have the rights to see a ticket so we don’t have to worry about that kind of
notification mess.
Hi Kenn,
Hmm, I have this set –
8 On Comment Notify AdminCcs as Comment with template Admin
Comment
On Comment Notify AdminCcs as Comment
9 On Comment Notify Other Recipients as Comment with template
Correspondence
On Comment Notify Other Recipients as Comment
5 On Correspond Notify AdminCcs with template Admin Correspondence
On Correspond Notify AdminCcs
7 On Correspond Notify Other Recipients with template
Correspondence
On Correspond Notify Other Recipients
6 On Correspond Notify Requestors and Ccs with template
Correspondence
On Correspond Notify Requestors and Ccs
1 On Correspond Open Tickets with template Blank
On Correspond Open Tickets
3 User Defined Autoreply To Requestors with template Autoreply
On Create Autoreply To Requestors
4 On Create Notify AdminCcs with template Transaction
On Create Notify AdminCcs
2 On Owner Change Notify Owner with template Transaction
On Owner Change Notify Owner
10 User Defined Notify Requestors with template Resolved
On Resolve Notify Requestors
11 On Transaction Extract Subject Tag with template Blank
On transaction, add any tags in the transaction's subject to
the ticket’s subject
I have it working whereby if you send a comment it goes off to the address
and does not send the comment to the requester, but when they reply that
goes to the requester, which is likely the 5th or 6th script, but when we
correspond obviously we need that to go to the requester.
Would you be so kind as to let me know how you do this?
Would it be better if I configured this via a subdomain, where I could tell
RT to only reply if it did not come from submail.mydomain.com but
otherwise reply?
All I want to achieve is somehow any forwards and comments and replies to
the forward and comments don’t get sent to the requester or anyone cc’d to
them.
However, I want the requester to get replies and an auto reply as soon as
they send a new request.
Many thanks,
Rich
From: Kenneth Crocker [mailto:kfcrocker@lbl.gov]
Sent: 14 May 2010 18:10
To: Richard Mealing; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] FW: Comments.
Richard,
Have you checked ALL scrips to see if there is one that is initiated by
comments? Although this is not normal, someone could have created such a
scrip.
Kenn
LBNL
On Fri, May 14, 2010 at 2:59 AM, Richard Mealing richard@fastnet.co.uk wrote:
Hi everyone,
I’m having issues with comments on RT, whereby someone in our company that
does not use the system replies using the comment address and this comment
goes off to the requester still.
I have set-up a comment address and as far as I can see it’s working
correctly, but sometimes it goes off to the requester.
I have been testing and when I do it the comment does not come back to
my test address, but if a customer emails, we send a comment to the sales
team, they reply (using outlook) and the comment goes off back to the
customer.
Can someone tell me how to overcome this issue?
I have this set –
Set($CorrespondAddress , ‘help@mydomain.co.uk’);
Set($CommentAddress , ‘help-int@mydomain.co.uk’);
I also have this set in fetchmail –
less /usr/local/etc/fetchmailrc
poll mail.mydomain.co.uk proto pop3:
username help0x023box password blahblah mda “/usr/local/bin/rt-mailgate
–url http://rt.mydomain.co.uk --queue Help --action correspond --debug”
username richtesthelp password blahblah mda “/usr/local/bin/rt-mailgate
–url http://rt.mydomain.co.uk --queue Help --action comment --debug”
What other information do you need?
Richard
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