Re: [rt-users] CC answering ticket issue

[Ryan Whalen]

Hi Cédric,

Just a guess, but try going to Admin > Queues > Select, select your queue,
then click the Group Rights menu option.

Click Cc from the menu on the left (under Roles), then check Reply to
tickets under the General Rights tab. Click the Save Changes button.

This same permission should be enabled by default for the Everyone group
under the SYSTEM section on the left, so it's possible this is not the
cause.

Thanks,
Ryan



On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages  wrote:

>  Hi all,
>
>
>
> We're having trouble with our RT version 4.2.8.
>
> When a ticket is created by someone with another person as Cc, and if the 
> person in Cc try to answer the email generated by the RT system, the message 
> isn't integrated in the ticket.
>
> As well as the message doesn't create a new ticket.
>
> If the requester is answering the same email, the ticket is updated.
>
> Do you have any idea why this is happening? Is anybody able to help?
>
> Thanks in advance.
>
>
>
> Kind regards,
>
>
>
> Cédric Pagès
>
> Ingénieur systèmes réseaux
>
> 291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
>
> cpa...@datacorp.fr   
> www.datacorp.fr >
>
> Tel : 0825 595 005 - Fax : 04 22 13 01 23
>
>
>
> [cid:image001.png@01CEF839.D153FDD0]
>
>
>
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>
-- 
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] CC answering ticket issue

[Cedric Pages]

Thanks Ryan for your answer.
Unfortunately no change.

As the requester, if I answer one of my ticket (by email), it will update the 
ticket.
If the Cc try to do the same thing, the ticket isn’t updated and a nez ticket 
isn’t generated either.

Hope this is enough clear.
Thanks again for your help. If you had any other idea…

Kind regards,

Cédric Pagès
Ingénieur systèmes réseaux
291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
cpa...@datacorp.fr<mailto:cpa...@datacorp.fr>   
www.datacorp.fr<http://www.datacorp.fr/>
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png@01CEF839.D153FDD0]

De : Ryan Whalen [mailto:rwha...@advanceweb.com]
Envoyé : vendredi 10 octobre 2014 14:02
À : Cedric Pages
Cc : rt-users@lists.bestpractical.com
Objet : Re: [rt-users] CC answering ticket issue

Hi Cédric,

Just a guess, but try going to Admin > Queues > Select, select your queue, then 
click the Group Rights menu option.

Click Cc from the menu on the left (under Roles), then check Reply to tickets 
under the General Rights tab. Click the Save Changes button.

This same permission should be enabled by default for the Everyone group under 
the SYSTEM section on the left, so it's possible this is not the cause.

Thanks,
Ryan



On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages 
mailto:cpa...@datacorp.fr>> wrote:

Hi all,



We're having trouble with our RT version 4.2.8.

When a ticket is created by someone with another person as Cc, and if the 
person in Cc try to answer the email generated by the RT system, the message 
isn't integrated in the ticket.

As well as the message doesn't create a new ticket.

If the requester is answering the same email, the ticket is updated.

Do you have any idea why this is happening? Is anybody able to help?

Thanks in advance.



Kind regards,



Cédric Pagès

Ingénieur systèmes réseaux

291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE

cpa...@datacorp.fr<mailto:cpa...@datacorp.fr<mailto:cpa...@datacorp.fr%3cmailto:cpa...@datacorp.fr>>
   
www.datacorp.fr<http://www.datacorp.fr/<http://www.datacorp.fr%3chttp:/www.datacorp.fr/>>

Tel : 0825 595 005 - Fax : 04 22 13 01 23



[cid:image001.png@01CEF839.D153FDD0]



--
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training

-- 
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] CC answering ticket issue

[Ryan Whalen]

Is there a way to check the MTA logs to make sure the email is getting to
RT?

On Fri, Oct 10, 2014 at 9:24 AM, Cedric Pages  wrote:

>  Thanks Ryan for your answer.
>
> Unfortunately no change.
>
>
>
> As the requester, if I answer one of my ticket (by email), it will update
> the ticket.
>
> If the Cc try to do the same thing, the ticket isn’t updated and a nez
> ticket isn’t generated either.
>
>
>
> Hope this is enough clear.
>
> Thanks again for your help. If you had any other idea…
>
>
>
> Kind regards,
>
>
>
> *Cédric Pagès*
>
> Ingénieur systèmes réseaux
>
> 291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
>
> *cpa...@datacorp.fr *   *www.datacorp.fr
> <http://www.datacorp.fr/>*
>
> Tel *: 0825 595 005* - Fax *: 04 22 13 01 23*
>
>
>
> [image: cid:image001.png@01CEF839.D153FDD0]
>
>
>
> *De :* Ryan Whalen [mailto:rwha...@advanceweb.com]
> *Envoyé :* vendredi 10 octobre 2014 14:02
> *À :* Cedric Pages
> *Cc :* rt-users@lists.bestpractical.com
> *Objet :* Re: [rt-users] CC answering ticket issue
>
>
>
> Hi Cédric,
>
>
>
> Just a guess, but try going to Admin > Queues > Select, select your queue,
> then click the Group Rights menu option.
>
>
>
> Click Cc from the menu on the left (under Roles), then check Reply to
> tickets under the General Rights tab. Click the Save Changes button.
>
>
>
> This same permission should be enabled by default for the Everyone group
> under the SYSTEM section on the left, so it's possible this is not the
> cause.
>
>
>
> Thanks,
>
> Ryan
>
>
>
>
>
>
>
> On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages  wrote:
>
>  Hi all,
>
>
>
> We're having trouble with our RT version 4.2.8.
>
> When a ticket is created by someone with another person as Cc, and if the 
> person in Cc try to answer the email generated by the RT system, the message 
> isn't integrated in the ticket.
>
> As well as the message doesn't create a new ticket.
>
> If the requester is answering the same email, the ticket is updated.
>
> Do you have any idea why this is happening? Is anybody able to help?
>
> Thanks in advance.
>
>
>
> Kind regards,
>
>
>
> Cédric Pagès
>
> Ingénieur systèmes réseaux
>
> 291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
>
> cpa...@datacorp.fr<mailto:cpa...@datacorp.fr>   
> www.datacorp.fr<http://www.datacorp.fr/ 
> <http://www.datacorp.fr%3chttp:/www.datacorp.fr/>>
>
> Tel : 0825 595 005 - Fax : 04 22 13 01 23
>
>
>
> [cid:image001.png@01CEF839.D153FDD0]
>
>
>
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>
>
-- 
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] CC answering ticket issue

[Cedric Pages]

Thanks Ryan,

After investigating, I figure it out that, when I create a ticket by sending an 
email to supp...@ourcompany.com<mailto:supp...@ourcompany.com> and set other 
email addresses under Cc, the ticket is well created and I’m the requestor but 
the Cc persons of my email are not automatically granted Cc of the ticket!
That was why Cc couldn’t answer the ticket, because they had no permission on 
the ticket.
Is there a way to grant the Cc in emails Cc of the tickets? Or do we have to 
open the rights on the tickets to All?
Thanks for your help.

Kind regards,

Cédric Pagès
Ingénieur systèmes réseaux
291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
cpa...@datacorp.fr<mailto:cpa...@datacorp.fr>   
www.datacorp.fr<http://www.datacorp.fr/>
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png@01CEF839.D153FDD0]

De : Ryan Whalen [mailto:rwha...@advanceweb.com]
Envoyé : vendredi 10 octobre 2014 19:04
À : Cedric Pages
Cc : rt-users@lists.bestpractical.com
Objet : Re: [rt-users] CC answering ticket issue

Is there a way to check the MTA logs to make sure the email is getting to RT?

On Fri, Oct 10, 2014 at 9:24 AM, Cedric Pages 
mailto:cpa...@datacorp.fr>> wrote:
Thanks Ryan for your answer.
Unfortunately no change.

As the requester, if I answer one of my ticket (by email), it will update the 
ticket.
If the Cc try to do the same thing, the ticket isn’t updated and a nez ticket 
isn’t generated either.

Hope this is enough clear.
Thanks again for your help. If you had any other idea…

Kind regards,

Cédric Pagès
Ingénieur systèmes réseaux
291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE
cpa...@datacorp.fr<mailto:cpa...@datacorp.fr>   
www.datacorp.fr<http://www.datacorp.fr/>
Tel : 0825 595 005 - Fax : 04 22 13 01 23

[cid:image001.png@01CEF839.D153FDD0]

De : Ryan Whalen [mailto:rwha...@advanceweb.com<mailto:rwha...@advanceweb.com>]
Envoyé : vendredi 10 octobre 2014 14:02
À : Cedric Pages
Cc : rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Objet : Re: [rt-users] CC answering ticket issue

Hi Cédric,

Just a guess, but try going to Admin > Queues > Select, select your queue, then 
click the Group Rights menu option.

Click Cc from the menu on the left (under Roles), then check Reply to tickets 
under the General Rights tab. Click the Save Changes button.

This same permission should be enabled by default for the Everyone group under 
the SYSTEM section on the left, so it's possible this is not the cause.

Thanks,
Ryan



On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages 
mailto:cpa...@datacorp.fr>> wrote:

Hi all,



We're having trouble with our RT version 4.2.8.

When a ticket is created by someone with another person as Cc, and if the 
person in Cc try to answer the email generated by the RT system, the message 
isn't integrated in the ticket.

As well as the message doesn't create a new ticket.

If the requester is answering the same email, the ticket is updated.

Do you have any idea why this is happening? Is anybody able to help?

Thanks in advance.



Kind regards,



Cédric Pagès

Ingénieur systèmes réseaux

291 rue Albert Caquot-  PETRA B - 06560 Sophia Antipolis -FRANCE

cpa...@datacorp.fr<mailto:cpa...@datacorp.fr<mailto:cpa...@datacorp.fr%3cmailto:cpa...@datacorp.fr>>
   
www.datacorp.fr<http://www.datacorp.fr/<http://www.datacorp.fr%3chttp:/www.datacorp.fr/>>

Tel : 0825 595 005 - Fax : 04 22 13 01 23



[cid:image001.png@01CEF839.D153FDD0]



--
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training


-- 
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] CC answering ticket issue

[Kevin Falcone]

On Tue, Oct 14, 2014 at 12:56:28PM +, Cedric Pages wrote:
> After investigating, I figure it out that, when I create a ticket by sending 
> an
> email to supp...@ourcompany.com and set other email addresses under Cc, the
> ticket is well created and I’m the requestor but the Cc persons of my email 
> are
> not automatically granted Cc of the ticket!
> 
> That was why Cc couldn’t answer the ticket, because they had no permission on
> the ticket.
> 
> Is there a way to grant the Cc in emails Cc of the tickets? Or do we have to
> open the rights on the tickets to All?

https://bestpractical.com/docs/rt/latest/RT_Config.html#ParseNewMessageForTicketCcs

-kevin


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http://bestpractical.com/training