I have run into a interesting situation in Request Tracker and was wondering
if this is a bug or something that Request Tracker doesn’t support.
Here’s what happens:
-
Requestor emails in a problem, creates a new request.
-
A RT user takes the ticket and uses the “Reply” function in RT to send email
back to the requestor. -
The requestor gets the reply in email and responds to it.
-
The owner of the ticket gets the response from the requestor in email. [1]
-
The owner replys to the email they get from RT that has the requestors
response in it from their email program (not RT). -
This message goes back to RT, but is not sent to the requestor.
Should Request Tracker send mail back to the requestor in step #5, #6?
I know that I should probably just use the RT interface for sending all
correspondence, but when you get correspondence from the requestor in email,
it is much easier to reply right there.
-Grant Miller grant@pico.apple.com
Unix Systems Admin, Engineering Compute Services
[1]: The queue is setup with Owner: Send email notification of each transaction
Queue Members: Send copies of all correspondence
Requestors: Send email notifications of each transaction