Reply to a comment leads to correspondence (instead of comment)

Hello
we are using fetchmail and “rt-mailgate --queue General --action
correspond” to pass emails from mail box into the RT (3.8.2).
Unfortunately, we have only one mailbox available and any email reply
(to the same email address) to a comment (written using the web
interface) leads to unwanted publishing of the comment.

Is there any way, how to process “[comments]” string in a subject that
RT could process it as a comment instead of a correspondence even it is
sent to the same email address?

I know this could be solved on a system level (e.g. procmail), but I
would rather see it solved inside the RT…

Many thanks
Vaclav Vobornik

Vaclav,

I may be missing something here, as I am on 3.6.4, but it was my 

understanding that adding comments to a ticket does NOT create an email
(correspondence). Therefore, how does one “Reply” to correspondence that
does not happen? Just a question so I can understand the context of the
problem.

Kenn
LBNLOn 6/8/2009 6:46 AM, Vaclav Vobornik wrote:

Hello
we are using fetchmail and “rt-mailgate --queue General --action
correspond” to pass emails from mail box into the RT (3.8.2).
Unfortunately, we have only one mailbox available and any email reply
(to the same email address) to a comment (written using the web
interface) leads to unwanted publishing of the comment.

Is there any way, how to process “[comments]” string in a subject that
RT could process it as a comment instead of a correspondence even it is
sent to the same email address?

I know this could be solved on a system level (e.g. procmail), but I
would rather see it solved inside the RT…

Many thanks
Vaclav Vobornik


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I may be missing something here, as I am on 3.6.4, but it was my
understanding that adding comments to a ticket does NOT create an
email
(correspondence). Therefore, how does one “Reply” to correspondence
that
does not happen? Just a question so I can understand the context of
the
problem.

Ken

This just means you don’t have an On Comment Notify Whoever scrip
in your RT Install. RT ships with 2 such scrips.

-kevin