The problem I am having is that when someone sends a comment via email, the comment is being sent to the requestor.
I can see that the script ‘on correspond notify requestors and CCs with global template correspondence’ is causing this even though the comment is being sent to RT using the comment email address. If this script is removed then replying to a ticket via the web interface doesn’t work as the requestors email address is not used automatically. CorrespondAddress and CommentAddress are both set in RT_SiteConfig.pm we are using version 3.8.2.
what is the comment address set a queue level? is it the correct one?
secondly how do you filter incoming emails and forward to RT? I use procmail. I have two filters configured for each queue in .procmailrc .
So for one queue, I have :
- If To is call rt mailgate with the email and action as --correspond
- If To is call rt mailgate with the email and action as --comment
Check this filtering to see if an incoming email from comment address is addressed by your filtering application properly.
-AshishFrom: rt-users-bounces@lists.bestpractical.com [rt-users-bounces@lists.bestpractical.com] On Behalf Of Brandon Rogge [brandonr@bandcon.com]
Sent: Saturday, February 28, 2009 9:15 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Requestors being sent comments when updated via email
The problem I am having is that when someone sends a comment via email, the comment is being sent to the requestor.
I can see that the script ‘on correspond notify requestors and CCs with global template correspondence’ is causing this even though the comment is being sent to RT using the comment email address. If this script is removed then replying to a ticket via the web interface doesn’t work as the requestors email address is not used automatically. CorrespondAddress and CommentAddress are both set in RT_SiteConfig.pm we are using version 3.8.2.