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(I’m running RT 3.4.2).
I’ve been under the impression that RT will add to the Requestor list for
a ticket the origin email address of anyone who corresponds on a ticket,
either to create it or for an existing ticket.
Yet, today I’m seeing a ticket that has been receiving correspondence from
an interested party, who was not the ticket’s creator, and he’s not
getting added as a Requestor. This means our ‘On Correspondence Notify
Requestors’ is not causing subsequent correspondence by others to get back
to this person. (As it happens, he’s the true responsible party to the
incident; the creator of the ticket was an outsider who reported the
incident to us and we subsequently notified the responsible party).
This person’s email address is already defined as a user to RT, because he
created a ticket with us some time ago. And the history of the ticket in
question does show his email userid in a ‘Correspondence added’ entry.
Meanwhile, this same person later created a new ticket on our RT system
and he did become the Requestor. So at least that part is working as I
Could someone tell me the rules RT follows in adding Requestors to a
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