At 7/30/2008 03:53 AM, =?ISO-2022-JP?B?GyRCJUElYyVzJUklaRsoQg==?= wrote: >Hi everybody, > >I am running a new installation of RT3.6, and most things work fine >except for the following: > >A new user can send a mail to RT and properly get automatically >registered, and the AdminCCs get the new ticket notify sent to them. >If an AdminCC (or owner) uses the UI to reply, the Requestor is properly >sent a mail. However, if an AdminCC (or owner) sends a reply via email, >the other AdminCCs get notified, but not the Requestor. >In all cases the Requestor is different from the AdminCC (or owner) >sending the reply, and the Requestor is an unprivileged user. > >I use the stock scrips: >1. On Correspond Open Tickets with template Blank >2. On Owner Change Notify Owner with template Transaction >3. On Create Notify AdminCcs with template Transaction >4. On Correspond Notify AdminCcs with template Admin Correspondence >5. On Correspond Notify Requestors and Ccs with template Correspondence >6. On Correspond Notify Other Recipients with template Correspondence >7. On Comment Notify AdminCcs as Comment with template Admin Comment >8. On Comment Notify Other Recipients as Comment with template >Correspondence > >Scrip 5 should be taking care of sending reply mail back to the >requestor. In the logs, I get the much discussed message:
Sounds like the messages coming in from AdminCcs are comments rather than replies. This could be simply because AdminCcs are replying to messages generated by scrips 7 or 8, which is the correct behavior. Or it could be that the queue's reply & comment addresses are the same - they should be different. Or perhaps there's a mail config issue (intended replies being forwarded to mailgate as comments). Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com