Reply vs. comment documented?

Hey all,

We have problems with numerous users forgetting to check whether they’re hitting “reply” or “comment” and then complaining that RT is broken because it never sent their mail.
This gets especially annoying when they insist that they cc’d people, therefore it should go out.

Is there a way that RT can store (and display) whether or not a user actually sent mail out? Ie, instead of “correspondence added” in the history, could it say “comment added” or “reply added” or some other indication that would let me as an RT admin point to it and say, “this says you commented, not replied, and therefore you lose. Please remember to read the next time.”

Or something. :slight_smile: thanx!

-Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer@tufts.edu

“SK” == Sheeri Kritzer sheeri.kritzer@tufts.edu writes:

SK> Is there a way that RT can store (and display) whether or not a
SK> user actually sent mail out? Ie, instead of “correspondence
SK> added” in the history, could it say “comment added” or “reply
SK> added” or some other indication that would let me as an RT admin

You mean like it already does?

Fair, but I obviously don’t know where to look (it’s probably right in front of my face and I don’t see it – wanna help me out?)

-Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer@tufts.edu

Quoting Vivek Khera khera@kcilink.com:

“SK” == Sheeri Kritzer sheeri.kritzer@tufts.edu writes:

SK> Fair, but I obviously don’t know where to look (it’s probably
SK> right in front of my face and I don’t see it – wanna help me
SK> out?)

Create a ticket. Add a correspondence, then add a comment. Then go
to the ticket and see the difference. One says "Correspondence added"
and the other says “Comments added” right at the top of each section
of the history.