Re: [rt-users] Workflow for comments or changing CC to BCC
Hi Thomas, thank you for reply. I will fix that misconfiguration. See inline text: On 16.08.2011 18:13, Thomas Sibley wrote: On 08/16/2011 11:38 AM, Lars Reimann wrote: I assume comments are for internal messages only. But how is this realized? We for example have the same mail address for reply and comment. Having the same email address for reply and comments is wrong and a misconfiguration. It means email replies to mailed out comments will be interpreted as correspondence, not private comments. I'd like to change normal CC actions to BCC. Why? Because we have watcher groups for external and internal people. Both are member of administrative cc (BCC) at the moment. But the external people should _not_ receive (internal) comments and also do not want to be added as CC either (only BCC is acceptable for them and us). Maybe there is a better way to do this. If you know one, please share it. Thanks a lot, LR RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Workflow for comments or changing CC to BCC
On 08/23/2011 09:52 AM, Lars Reimann wrote: Because we have watcher groups for external and internal people. Both are member of administrative cc (BCC) at the moment. But the external people should _not_ receive (internal) comments and also do not want to be added as CC either (only BCC is acceptable for them and us). AdminCc is not just another name for Bcc. It is treated differently than Cc by a stock RT. This is the reason your external AdminCc watchers are receiving internal comments, because out of the box RT's scrips send comments to AdminCcs, but not Ccs. Changing Ticket/Queue Ccs to actually be Bcced would be a bit of work, or might be possible with some really clever templates. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Workflow for comments or changing CC to BCC
Hi all, can someone please outline the workflow of comments in RT to me. I assume comments are for internal messages only. But how is this realized? We for example have the same mail address for reply and comment. I'd like to change normal CC actions to BCC. My question: can I change all occurences of CC in rt-3.8.8/lib/RT/Action/Notify to BCC without doing damage? I will of course not do this there, but in a local customization (where shall I put the file?) Thanks in advance, LR RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Workflow for comments or changing CC to BCC
Dear LR: The short answer is that the definition of what a comment does is determined by your Scrips. On Aug 16, 2011, at 11:38 AM, Lars Reimann wrote: Hi all, can someone please outline the workflow of comments in RT to me. I assume comments are for internal messages only. But how is this realized? We for example have the same mail address for reply and comment. I'd like to change normal CC actions to BCC. My question: can I change all occurences of CC in rt-3.8.8/lib/RT/Action/Notify to BCC without doing damage? I will of course not do this there, but in a local customization (where shall I put the file?) Thanks in advance, LR RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Workflow for comments or changing CC to BCC
Lars, What happens is also determined by your settings in the Reply/Comment page. You can configure RT to default to NOT sending out comments in an email (which can be overridden in a template with the right code) and you can also change that default while in the reply/comment screen. The email address for comments really doesn't change that aspect. If you never send out comments in the mail, then they are there for historical access IF, and only IF, someone has the ShowTicketComments which is a *separate* right from ShowTicket. Hope this helps. Kenn LBNL On Tue, Aug 16, 2011 at 8:51 AM, Chris McCafferty c...@ias.edu wrote: Dear LR: The short answer is that the definition of what a comment does is determined by your Scrips. On Aug 16, 2011, at 11:38 AM, Lars Reimann wrote: Hi all, can someone please outline the workflow of comments in RT to me. I assume comments are for internal messages only. But how is this realized? We for example have the same mail address for reply and comment. I'd like to change normal CC actions to BCC. My question: can I change all occurences of CC in rt-3.8.8/lib/RT/Action/Notify to BCC without doing damage? I will of course not do this there, but in a local customization (where shall I put the file?) Thanks in advance, LR RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Workflow for comments or changing CC to BCC
On 08/16/2011 11:38 AM, Lars Reimann wrote: I assume comments are for internal messages only. But how is this realized? We for example have the same mail address for reply and comment. Having the same email address for reply and comments is wrong and a misconfiguration. It means email replies to mailed out comments will be interpreted as correspondence, not private comments. I'd like to change normal CC actions to BCC. Why? Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
