Re: [rt-users] Replying to emails within the Ticket display screen from the web interface
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 -- nowhow solutions AG, Laupenstrasse 1, CH-3008 Bern Phone +41 (0)31 380 00 67 http://www.nowhow.ch
Re: [rt-users] Replying to emails within the Ticket display screen from the web interface
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 pgpW70WXImaU0.pgp Description: PGP signature
[rt-users] Replying to emails within the Ticket display screen from the web interface
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
