New Queue won't accept requestor replys

RT Users
1

Hi folks,

I’m missing something simple, but cannot find it.

I’ve setup a new queue. I’ve set permissions to what I believe most of my
other queues have.

For some reason a reply by email from a requestor isn’t showing up in the
ticket.

In my testing, I’ve added the “ReplyToTicket” right to both places now…

Configuration - Global - Group Rights
Role

  • requestor

and

Configuration - Queue - Group Rights
Role

  • requestor

Is there something that would trump this? can you think of something I
missed?

I’ve tested a privileged user, existing non-privileged user, and a freshly
created(auto by email submission) non-privileged user. In all cases they can
create a ticket, can reply to tickets that they are not the requestor of
just fine but can’t reply to tickets they are the requestor on.

Any thoughts on where to look would be appreciated.

Thanks!
Mike.
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

2

Mike,

On first glance, I’d say the “Requestor” did NOT include a RT::Queue address
when responding. Either the “To:” or a “Cc:” or even a “Bcc:” needs to have
the RT Queue address in order for RT to get the response. On TOP of that,
the ticket number needs to be referenced in the subject line or RT will
create a new ticket with that response instead of putting it into ticket
history.

That’s at “First Glance”.

Hope this helps.

Kenn
LBNLOn Mon, Jun 27, 2011 at 8:32 AM, Mike Johnson mike.johnson@nosm.ca wrote:

Hi folks,

I’m missing something simple, but cannot find it.

I’ve setup a new queue. I’ve set permissions to what I believe most of my
other queues have.

For some reason a reply by email from a requestor isn’t showing up in the
ticket.

In my testing, I’ve added the “ReplyToTicket” right to both places now…

Configuration - Global - Group Rights
Role

  • requestor

and

Configuration - Queue - Group Rights
Role

  • requestor

Is there something that would trump this? can you think of something I
missed?

I’ve tested a privileged user, existing non-privileged user, and a freshly
created(auto by email submission) non-privileged user. In all cases they can
create a ticket, can reply to tickets that they are not the requestor of
just fine but can’t reply to tickets they are the requestor on.

Any thoughts on where to look would be appreciated.

Thanks!
Mike.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

2011 Training: http://bestpractical.com/services/training.html

3

Much appreciated Kenn,

You were absolutely correct… when looking at it closer… found the simple
thing I was missing. The email I was generating was from the autoreply from
the ticket creation, which uses the Queue’s email address setup in the
config of the queue. That email address was missing a character(booking
instead of bookings)… was throwing me for a loop, I knew it was something
simple but I looked at it 1000 times and couldn’t see it :frowning:

Very much appreciated… if I had hair it would be gone… but your response
would allow it to grow back :smiley:

Thanks!
Mike.On Mon, Jun 27, 2011 at 4:11 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Mike,

On first glance, I’d say the “Requestor” did NOT include a RT::Queue
address when responding. Either the “To:” or a “Cc:” or even a “Bcc:” needs
to have the RT Queue address in order for RT to get the response. On TOP of
that, the ticket number needs to be referenced in the subject line or RT
will create a new ticket with that response instead of putting it into
ticket history.

That’s at “First Glance”.

Hope this helps.

Kenn
LBNL

On Mon, Jun 27, 2011 at 8:32 AM, Mike Johnson mike.johnson@nosm.cawrote:

Hi folks,

I’m missing something simple, but cannot find it.

I’ve setup a new queue. I’ve set permissions to what I believe most of my
other queues have.

For some reason a reply by email from a requestor isn’t showing up in the
ticket.

In my testing, I’ve added the “ReplyToTicket” right to both places now…

Configuration - Global - Group Rights
Role

  • requestor

and

Configuration - Queue - Group Rights
Role

  • requestor

Is there something that would trump this? can you think of something I
missed?

I’ve tested a privileged user, existing non-privileged user, and a freshly
created(auto by email submission) non-privileged user. In all cases they can
create a ticket, can reply to tickets that they are not the requestor of
just fine but can’t reply to tickets they are the requestor on.

Any thoughts on where to look would be appreciated.

Thanks!
Mike.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

2011 Training: http://bestpractical.com/services/training.html

2011 Training: http://bestpractical.com/services/training.html

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca