Replying to Commenter - not Watchers

RT Users
1

Hello All,

Forgive me if this is trivial. How would I go about setting up RT to allow
for the following?

PersonA replies to a comment that PersonB put into a ticket - neither is the
owner nor are they watchers; they are just parties adding information to the
ticket.

I want PersonB to be notified by email that PersonA has just “replied” to
the comment that they (PersonB) made. If your question is, why not just
have them email each other? Well, I want all ticket correspondence to be
kept in the ticket. Is the only way to do this manually adding PersonB as a
CC or BCC when PersonA is updating the ticket? Is there a better way?

Thanks,

Kris

2

Hello All,

Forgive me if this is trivial. How would I go about setting up RT to allow
for the following?

PersonA replies to a comment that PersonB put into a ticket – neither is the
owner nor are they watchers; they are just parties adding information to the
ticket.

I want PersonB to be notified by email that PersonA has just “replied” to
the comment that they (PersonB) made. If your question is, why not just
have them email each other? Well, I want all ticket correspondence to be
kept in the ticket. Is the only way to do this manually adding PersonB as a
CC or BCC when PersonA is updating the ticket? Is there a better way?
You can add all people who contribute to the ticket to Cc list with
scrip and/or from RT_Config with $ParseNewMessageForTicketCcs option.

Thanks,

Kris

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