Users sending correspondence via email

RT Users
1

I’ve simulated an enduser sending in a ticket via
email. I, as the queue member, take ownership of
the ticket and send a comment to the enduser, which
she receives via email and gets placed into the
history.

However, her replies never get placed in the History
at all. The Reply-To is correctly set in all the
email to go to the correspond counterpart of the
aliases duo (e.g., I have a “unix” queue, with alias
“unix” for --action correspond, and “unix-comment”
for --action comment).

Is this the way its supposed to behave, or am I
missing something?

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2

Have you checked your maillog to see if you’re actually receiving that
unix-comment email? And if you’re receiving it, are there any errors with
mailgate?

James.-----Original Message-----
From: Mark E. Dawson, Jr. [mailto:medawsonjr@yahoo.com]
Sent: Thursday, September 12, 2002 11:23 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Users sending correspondence via email

I’ve simulated an enduser sending in a ticket via
email. I, as the queue member, take ownership of
the ticket and send a comment to the enduser, which
she receives via email and gets placed into the
history.

However, her replies never get placed in the History
at all. The Reply-To is correctly set in all the
email to go to the correspond counterpart of the
aliases duo (e.g., I have a “unix” queue, with alias
“unix” for --action correspond, and “unix-comment”
for --action comment).

Is this the way its supposed to behave, or am I
missing something?

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3

Have you checked your maillog to see if you’re actually receiving
that unix-comment email? And if you’re receiving it, are there any
errors with mailgate?

as i understand it the reason could be that permissions (ACLs, group
and user rights) do not permit the user to do ReplyToTicket or
comment (but i am pretty new to RT :slight_smile: anyway, i guess you should check
the mail logs (as suggested by James) and the RT logs.

hth,

– andreas

-----Original Message-----
From: Mark E. Dawson, Jr. [mailto:medawsonjr@yahoo.com]
(…)