Reply to Requestors

Hi

We’ve got a 3.2.1 system running well but when we merge two or more tickets relating to the same issue, clicking on Reply or Resolve only seems to send email to the last requestor alphabetically in the list, rather than all requestors as we had imagined.

Is this the intended behaviour or do I have a scrip problem?

Cheers

Alex

Alex Harrington - IT Support, Longhill High School

t: 01273 304086 | e: alex@longhill.org.uk

Hi

We’ve got a 3.2.1 system running well but when we merge two or more
tickets relating to the same issue, clicking on Reply or Resolve only
seems to send email to the last requestor alphabetically in the list,
rather than all requestors as we had imagined.

Is this the intended behaviour or do I have a scrip problem?

That’s not the intended or expected behaviour. What does the outgoing
mail RT recorded look like?

That’s not the intended or expected
behaviour. What does the outgoing
mail RT recorded look like?

In the web interface?

It just says:

Sun Sep 26 21:57:47 2004  	alex - Correspondence added 	  	 [Reply] [Comment]

Subject:

Test

Download(untitled)
text/plain 10b
TEST REPLY

but looking at the mail server log, it shows only one message with one recipient being sent at that time.

Or did you mean another log?

Cheers

Alex

I meant the line underneath it, where RT will show what messages were
sent. Assuming you’re running RT 3.2, the current release.On Tue, Sep 28, 2004 at 07:45:03AM +0100, Alexander Harrington wrote:

That’s not the intended or expected
behaviour. What does the outgoing
mail RT recorded look like?

In the web interface?

It just says:

Sun Sep 26 21:57:47 2004 alex - Correspondence added [Reply] [Comment]

Subject:

Test
Download(untitled)
text/plain 10b
TEST REPLY

but looking at the mail server log, it shows only one message with one recipient being sent at that time.

Or did you mean another log?

Cheers

Alex

I meant the line underneath it, where
RT will show what messages were
sent. Assuming you’re running RT 3.2,
the current release.

I’m running 3.2.1 and I can’t see the line you refer to.

I’ve uploaded a PDF of the entire ticket here:
http://www.longhill.org.uk/dcode/alex/rt.pdf

Cheers

Alex

I meant the line underneath it, where
RT will show what messages were
sent. Assuming you’re running RT 3.2,
the current release.

I’m running 3.2.1 and I can’t see the line you refer to.

Perhaps you haven’t granted yourself the right to see outgoing email or
have turned off that option in the configuration file. Fixing that will
help us debug your issue.

Perhaps you haven’t granted yourself the right to see outgoing email or
have turned off that option in the configuration file. Fixing that will
help us debug your issue.

Neat feature - that’s enabled now - here’s the output of a reply to all requestors:Subject: [longhill.brighton-hove.sch.uk #4543] Test
From: “Alex Harrington via RT” support-comment@rt.longhill.brighton-hove.sch.uk
Reply-To: support-comment@rt.longhill.brighton-hove.sch.uk
In-Reply-To: rt-4543@longhill.brighton-hove.sch.uk
Message-ID: rt-3.2.1-4543-22525-35.2.05595286909059@longhill.brighton-hove.sch.uk
Precedence: bulk
X-RT-Loop-Prevention: longhill.brighton-hove.sch.uk
RT-Ticket: longhill.brighton-hove.sch.uk #4543
Managed-by: RT 3.2.1 (http://www.bestpractical.com/rt/)
RT-Originator: alex@longhill.brighton-hove.sch.uk
To: james@longhill.brighton-hove.sch.uk, kris@longhill.brighton-hove.sch.uk, seb@longhill.brighton-hove.sch.uk
MIME-Version: 1.0
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8

TEST REPLY

however the message only ever makes it to the mailbox of the last requestor - in this case it will go to seb@longhill.brighton-hove.sch.uk

The server this is on uses sendmail to forward to the mail school Exchange server and was never problematic in the past - RT 2.x

The sendmail config is standard with the exception of a DS smarthost entry for the main server.

The main exchange server works as expected if I manually connect to it and send a message with more than one recipient.

Cheers

Alex

The server this is on uses sendmail to forward to the mail school Exchange
server and was never problematic in the past - RT 2.x

Just done the upgrade to 3.2.2 and that seems to have fixed it.

Thanks Jesse for your help.

Cheers

Alex