Fw: Test Ticket - #1 from yahoo mail box

Dear All

We have found in issue in RT that causes us great concern.

Below is a ticket which has a Comment followed by a Correspondence

The problem is when we reply to a ticket (I assume this creates a
correspondence) the customer also sees the Comment in the reply.

The example below has a Comment “Customer is complete nobhead.”

The Correspondence has a reply of “This ticket has now been closed.”

In the exact email below the customer / requester contactnkm@yahoo.com would
have definitely seen the bizarre internal comment.

I was under the impression that this could never happen as comments were for
internal use and never seen by the Requester.

Kind regards

NareshFrom: Naresh Maharaj contactnkm@yahoo.com
Date: 4 January 2011 22:01
Subject: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box
To: “Naresh (Gmail) Maharaj” contactnkm@gmail.com

From: rt-customercare@admin.hewittandmay.com <
rt-customercare@admin.hewittandmay.com>
Subject: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box
To: contactnkm@yahoo.com
Cc: kirsty.lickorish@extera.co.uk, naresh@hewittandmay.com
Date: Tuesday, 4 January, 2011, 21:35
This ticket has now been closed.

Henk, Customer Care

Hewitt & May (Shirtmakers) Ltd
customercare@hewittandmay.com
www.hewittandmay.co.uk

Customer is complete nobhead.

Henk, Customer Care

Hewitt & May (Shirtmakers) Ltd
customercare@hewittandmay.com
www.hewittandmay.co.uk

Naresh Maharaj,

Hewitt & May (Shirtmakers) Ltd
email: info@hewittandmay.com
web: http://www.hewittandmay.co.uk

Dear All

We have found in issue in RT that causes us great concern.

Below is a ticket which has a Comment followed by a Correspondence

The problem is when we reply to a ticket (I assume this creates a
correspondence) the customer also sees the Comment in the reply.

The example below has a Comment “Customer is complete nobhead.”

The Correspondence has a reply of “This ticket has now been closed.”

In the exact email below the customer / requester contactnkm@yahoo.com would
have definitely seen the bizarre internal comment.

I was under the impression that this could never happen as comments were for
internal use and never seen by the Requester.

This looks like you quoted a comment in a reply
RT will not send comments to requestors unless misconfigured to do so,
but nothing stops you from taking a screenshot of a comment and
sending it to a requestor or quoting a comment when corresponding with
RT.

You may have misconfigured RT to cause outbound comments to have a
correspond address in it, but since you don’t provide nearly enough
data, we can’t know what you did.

-kevin

Kevin,

Our queue name is: hm_customercare
Reply address is: customercare@admin.hewittandmay.com
Comment address is: comment@admin.hewittandmay.com

I do not believe RT is misconfigured.

We did not cust and past a comment into a REPLY.

Requestors are not seeing Comments that are added to a ticket.

However Requestors are seeing the same comments in the ticket history when
using the reply hyperlink. When a ticket is open there are 2 reply
hyperlinks that a user can click. One is in the top right hand corner of the
ticket which does not show the history and there are other reply hyperlinks
near each reply of the history.

Simply clicking reply hyperlink near the history of a ticket will reproduce
all the history including the Correspondences and Comments over the entire
history of the ticket. If that ticket has Comments in the history it is
shown as INLINE text which we would not have expected to see.

NareshOn 4 January 2011 22:17, Kevin Falcone falcone@bestpractical.com wrote:

On Tue, Jan 04, 2011 at 10:09:05PM +0000, Naresh Maharaj wrote:

Dear All

We have found in issue in RT that causes us great concern.

Below is a ticket which has a Comment followed by a Correspondence

The problem is when we reply to a ticket (I assume this creates a
correspondence) the customer also sees the Comment in the reply.

The example below has a Comment “Customer is complete nobhead.”

The Correspondence has a reply of “This ticket has now been closed.”

In the exact email below the customer / requester contactnkm@yahoo.comwould
have definitely seen the bizarre internal comment.

I was under the impression that this could never happen as comments were
for
internal use and never seen by the Requester.

This looks like you quoted a comment in a reply
RT will not send comments to requestors unless misconfigured to do so,
but nothing stops you from taking a screenshot of a comment and
sending it to a requestor or quoting a comment when corresponding with
RT.

You may have misconfigured RT to cause outbound comments to have a
correspond address in it, but since you don’t provide nearly enough
data, we can’t know what you did.

-kevin

---------- Forwarded message ----------
From: Naresh Maharaj contactnkm@yahoo.com
Date: 4 January 2011 22:01
Subject: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box
To: “Naresh (Gmail) Maharaj” contactnkm@gmail.com

— On Tue, 4/1/11, rt-customercare@admin.hewittandmay.com < rt-customercare@admin.hewittandmay.com> wrote:

From: rt-customercare@admin.hewittandmay.com <
rt-customercare@admin.hewittandmay.com>
Subject: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box
To: contactnkm@yahoo.com
Cc: kirsty.lickorish@extera.co.uk, naresh@hewittandmay.com
Date: Tuesday, 4 January, 2011, 21:35
This ticket has now been closed.

Henk, Customer Care

Hewitt & May (Shirtmakers) Ltd
customercare@hewittandmay.com
www.hewittandmay.co.uk

On Tue Jan 04 21:34:54 2011, henkdhoore wrote:

Customer is complete nobhead.

Henk, Customer Care

Hewitt & May (Shirtmakers) Ltd
customercare@hewittandmay.com
www.hewittandmay.co.uk


Naresh Maharaj,

Hewitt & May (Shirtmakers) Ltd
email: info@hewittandmay.com
web: http://www.hewittandmay.co.uk

Naresh Maharaj,

Hewitt & May (Shirtmakers) Ltd
email: info@hewittandmay.com
web: http://www.hewittandmay.co.uk

Simply clicking reply hyperlink near the history of a ticket will reproduce all the history
including the Correspondences and Comments over the entire history of the ticket. If that
ticket has Comments in the history it is shown as INLINE text which we would not have expected
to see.

Reply near a transaction quotes only the content of that transaction,
it does not quote the entire ticket’s history. Reply at the top of
the page quotes nothing.

-kevin

Kevin

What you are saying is not entirely true.

Lets say the history has 15 transactions of human typed responses.

These 15 are made of 10 correspondences and 5 comments.

We think the problem is the following.

If the last transaction was a COMMENT say COMMENT(15)
You then click REPLY on COMMENT(15)
This generated a CORRESPONDENCE (16) with COMMENT(15) as the history.
In such cases the Requestor now gets the COMMENT(15)

Which we thought would never happen. This presents some danger from a users
perspective about what we classed as private content from being inaccessible
to the requstor.

Rgds

NareshOn 4 January 2011 23:18, Kevin Falcone falcone@bestpractical.com wrote:

On Tue, Jan 04, 2011 at 11:12:16PM +0000, Naresh Maharaj wrote:

Simply clicking reply hyperlink near the history of a ticket will
reproduce all the history
including the Correspondences and Comments over the entire history of
the ticket. If that
ticket has Comments in the history it is shown as INLINE text which we
would not have expected
to see.

Reply near a transaction quotes only the content of that transaction,
it does not quote the entire ticket’s history. Reply at the top of
the page quotes nothing.

-kevin

Naresh Maharaj,

Hewitt & May (Shirtmakers) Ltd
email: info@hewittandmay.com
web: http://www.hewittandmay.co.uk

We think the problem is the following.

If the last transaction was a COMMENT say COMMENT(15)
You then click REPLY on COMMENT(15)
This generated a CORRESPONDENCE (16) with COMMENT(15) as the history.
In such cases the Requestor now gets the COMMENT(15)

That’s exactly how RT works by default. If a comment is made in a ticket
(let’s say by an employee) and then it’s either REPLIED to via email (with
the comment left in the email) or from within the RT interface on that
specific comment, the COMMENT most surely will be included in the REPLY to
the requester.

If you do not want the text of the comment sent to the requester, do not
include it in the email reply nor use the reply link in the specific comment
within the ticket interface. If replying by email, delete the comment from
the email. If replying via the RT interface, use the generic reply link at
the top of ticket.

James Moseley

Hi James,

Your explanation actually makes sense now and we simply didn’t look at it
from that perspective. We were simply let to believe that comments within
RT would never be exposed to requestors and that under no circumstances the
administrator would be allowed to copy in a comment and accidentally sending
it to a requestor by clicking a “reply” hyperlink within RT. Perhaps in our
view, the “reply” hyperlink shouldn’t even be visibile on any comment
transaction of a ticket history.

But thanks for explaining as we now understand the true RT behaviour on
this matter.

Cc-ing the list… The ‘reply’ and ‘forward’ hyperlinks in a comment
transaction are valuable in case you want to include/forward those comments
to cc’s, requesters, or other parties that never received the comments
because they were a ‘comment’ transaction. Not all comments are snide,
childish remarks. :wink:

James Moseley