Hi folks,
I'm currently setting up a Request Tracker Instance version 4.0.6 for
our company. The general installation was successful and e-mail routing
is working i.e. I'm able to receive e-mails into RT and if I use the
"forward" functionality RT sends out e-mails as well.
However I do have some basic questions regarding the "reply"
functionality that is available in the web interface on the ticket
display screen (History section).
Is there a way to configure the "reply" functionality in a way so that
only the person that is the source of the e-mail (for which you hit
"reply") will be sent an email ?
Here my observations:
* There is a default delivered global scrip 'On Correspond Notify
Requestors and Ccs' ( ScripCondition => 'On Correspond',
ScripAction => 'Notify Requestors And Ccs', Template =>
'Correspondence'). If this scrip is in place and I use the "reply"
functionality I can chose whether an email is sent to the requestor
or not. If another person sends an e-mail to Request Tracker (all
e-mails into RT are considered correspondence) regarding this
specific ticket, the requestor get's as well an email (which I do
not want). If I remove the global scrip no e-mails are sent out when
using the reply functionality.
* If a person B sends an email regarding a Incident/Ticket where
person A is requestor, the mail will be linked and then displayed in
the history section for this incident/ticket. If I use the "reply"
functionality on this particular e-mail (from person B), the e-mail
goes to the requestor. Is it correct that the "reply" functionality
can rather be considered as a "reply to requestor" ? If yes how is
it possible (via the web interface) to reply Person B ?
Hope my explanations are somewhat clear ;-)
Greets RT-Newbie
Martin
