Hi Kevin,
Thanks a lot for your feedback about the reply functionality. It looks
to be esier to reply to e-mails outside of RT and forward a copy to RT.
Kind regards
Martin
Am 24.08.2012 17:02, schrieb Kevin Falcone:
On Fri, Aug 24, 2012 at 09:49:40AM +0200, Martin Studer wrote:
* 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.
You need to change the condition to be something like "On Correspond
by Staff member" or some other restriction. Otherwise how is RT to
know whose mail should go to the requestor and whose shouldn't.
There's some code for this in RTIR that could be stolen.
It's also possible that these second emails might want to be comments,
not correspondence. Depends who is sending them and why.
* 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 ?
Person B will show up on the People page to be added permanently as a
Cc or a Requestor. During a Reply they will also show up under the
One-time-Cc line on the reply page so they can be looped in on this
reply.
-kevin
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