Question about Comments

Our queues are setup to not contact the requestor on a comment via email OR to even let the requestor see the comment.

One of my power users put a comment on the ticket but included as a one-time cc someone who does not go into RT very often.

That user actually replied back to the email which then contacted the requestor with both his response and the original comment.

Is there a way to recognize an email coming back to RT as a response to a comment and suppressing any email notification etc. to the requestor?

Thanks

Joe

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu

Our queues are setup to not contact the requestor on a comment via email OR
to even let the requestor see the comment.

One of my power users put a comment on the ticket but included as a one-time
cc someone who does not go into RT very often.

That user actually replied back to the email which then contacted the
requestor with both his response and the original comment.

Is there a way to recognize an email coming back to RT as a response to a
comment and suppressing any email notification etc. to the requestor?

There are two questions you ask in the above sentence.

A. Is there a way to recognize an email coming back to RT as a
response to a comment?

Yes. That should happen per your configs:

Set($CommentAddress , ‘comment@rt.d.umn.edu’);

When comments go out (even to one-time-ccs) the reply-to address will
be whatever is configured.

When replies to that comment come back to the system, your MTA is
configured to make those transactions comments:

$ grep comment /etc/aliases
comment: “|/opt/rt4/bin/rt-mailgate --queue ‘helpdesk’ --action
’comment’ --url https://rt.d.umn.edu

B. And suppress any email notifications to the requestor?

That is configured in your scrips.

-m

Thanks Matt.

I will review closer as I thought we had that setup correctly but apparently not

Joe

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu> On Dec 4, 2015, at 11:48 AM, Matt Zagrabelny mzagrabe@d.umn.edu wrote:

On Fri, Dec 4, 2015 at 10:40 AM, Joe Kirby kirby@umbc.edu wrote:

Our queues are setup to not contact the requestor on a comment via email OR
to even let the requestor see the comment.

One of my power users put a comment on the ticket but included as a one-time
cc someone who does not go into RT very often.

That user actually replied back to the email which then contacted the
requestor with both his response and the original comment.

Is there a way to recognize an email coming back to RT as a response to a
comment and suppressing any email notification etc. to the requestor?

There are two questions you ask in the above sentence.

A. Is there a way to recognize an email coming back to RT as a
response to a comment?

Yes. That should happen per your configs:

Set($CommentAddress , ‘comment@rt.d.umn.edu’);

When comments go out (even to one-time-ccs) the reply-to address will
be whatever is configured.

When replies to that comment come back to the system, your MTA is
configured to make those transactions comments:

$ grep comment /etc/aliases
comment: “|/opt/rt4/bin/rt-mailgate --queue ‘helpdesk’ --action
’comment’ --url https://rt.d.umn.edu

B. And suppress any email notifications to the requestor?

That is configured in your scrips.

-m