Hello
RT 3.6.1 is there any way to only send email from the Owner back to the requestor? Eg, the problem I’m having is if I CC someone else a response to the ticket. Example a requester and their boss as a CC If the boss replies I don’t necessicarily want that going to the requester. Default appears to be a “reply all” kind of behavior.
Cheers,
You could always just ‘comment’ a response to the ‘boss’, when they reply, it will be put as a comment andwont go to the requestor, just you.-----Original Message-----
From: Liam R. MacInnes LMacInnes@stargate.ca
Sent: Friday, August 24, 2007 2:17 PM
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Subject: [rt-users] Sending reply to the requester only on action by owner
Hello
RT 3.6.1 is there any way to only send email from the Owner back to the requestor? Eg, the problem I’m having is if I CC someone else a response to the ticket. Example a requester and their boss as a CC If the boss replies I don’t necessicarily want that going to the requester. Default appears to be a “reply all” kind of behavior.
Cheers,
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Hi Liam,
It looks like “Notify Requestors” (as a scrip action) and “Reply to
requestors” (as a web gui update type) send mail only to the
requestor(s). If you manually add someone else as a Cc: then there’s no
way you can prevent them from hitting Reply To All. That would be a Boss
Training Issue.On the other hand, if you Bcc: the boss then his copy of the e-mail shouldn’t have the requestor’s address on it (but he also wouldn’t know that the requestor got a copy of it as well). Regards, Gene At 11:11 AM 8/24/2007, Liam R. MacInnes wrote:
Hello
RT 3.6.1 is there any way to only send email from the Owner back to the
requestor? Eg, the problem I’m having is if I CC someone else a response
to the ticket. Example a requester and their boss as a CC If the boss
replies I don’t necessicarily want that going to the requester. Default
appears to be a “reply all” kind of behavior.Cheers,
–
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Gene LeDuc, GSEC
Security Analyst
San Diego State University
Hello Gene
I think we might be looking at different issues.
When I add someone as a CC (removing the original requestor from that specific email message) and send a reply. If they reply to it (sending it to RT using the queues address as defined in the queue setup) RT receives it and sends a copy out to the Requestor and any CC’s that are defined. It’s not a reply all Issue I’m seeing.
Liam MacInnes Network Support Specialist
support@stargate.ca Stargate Connections, Inc.
http://www.stargate.ca Ph. +1 (604) 606-8987From: Gene LeDuc [mailto:gleduc@mail.sdsu.edu]
Sent: Friday, August 24, 2007 12:09 PM
To: Liam R. MacInnes
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Sending reply to the requester only on action by owner
Hi Liam,
It looks like “Notify Requestors” (as a scrip action) and “Reply to requestors” (as a web gui update type) send mail only to the requestor(s). If you manually add someone else as a Cc: then there’s no way you can prevent them from hitting Reply To All. That would be a Boss Training Issue.