I originally sent this email to Kenneth without realising he CC'd his email to this mailing list, so I am sending this email to the list now:
Firstly, sorry for the delay in replying - last Friday was good Friday, then the weekend, and this Monday being another bank holiday has lead to a long delay in getting back to work. FYI the failure email I got contained: 'This is the mail system at host diesel.bestpractical.com. I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below. For further assistance, please send mail to postmaster. If you do so, please include this problem report. You can delete your own text from the attached returned message. The mail system <[EMAIL PROTECTED]> (expanded from <[email protected]>): mail forwarding loop for [EMAIL PROTECTED]' I remember getting an email saying my email had been successfully received by the list; but then this one came later so I got a bit confused. The issue here isn't how I store the email content - as this is a test installation of RT, I am currently dealing with emails through the traditional support inbox, and then copying their contents over to comments in tickets that I create in RT as part of this test. Autocreation of tickets via emailing RT has already been successfully tested, but this will only be brought into action fully when the decision is made to move support email address to RT, so for now I'll still be using comments. The issue is merely how comments (and presumably replies) are displayed to the user in the ticket's history. If I create a 'reply' to a comment (note: this is not a reply in RT parlance, i.e. a reply email to the ticket; but creation of a comment by clicking a particular comment's 'comment' link), I expect History to have a view that visually associates this comment 'reply' with the original comment. I have attached a gif illustration of what I mean . Philip Haworth Support Developer Scout Solutions Software Ltd 01905 361 500 [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> This E-mail and any attachments to it are strictly confidential and intended solely for the addressee. It and they may contain information which is covered by legal, professional, or other privilege. If you are not the intended addressee, you must not disclose, forward, copy or take any action in reliance on this E-mail or its attachments. If you have received this E-mail in error, please notify the sender at Scout Solutions on 01905 361 500 as soon as possible and delete this e-mail immediately and destroy any hard copies of it. Neither Scout Solutions nor the sender accepts any responsibility for any virus that may be carried by this e-mail and it is the recipient's responsibility to scan the e-mail and any attachments before opening them. If this e-mail is a personal communication, the views expressed in it and in any attachments are personal, and unless otherwise explicitly stated do not represent the views of Scout Solutions. Scout Solutions Software Limited is registered in England and Wales number 4667857 and its registered office is Whittington Hall, Whittington Road, Worcester WR5 2ZX -----Original Message----- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> ] Sent: 20 March 2008 17:01 To: Philip Haworth Cc: [email protected] Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's history? Philip, I received your email yesterday, so the failure notice you got didn't stop your email from getting to the user's group. I'm not sure what advantage you get from altering the way RT stores it's replies. Both are part of ticket history and both have separate rights control of what a user can see in that history (you can set it so a user can see neither, either, or both). You can also alter the chronology from ascending to descending. I suppose it's my lack of understanding of how your method is supposed to be better than the built-in abilities that RT has that keeps me from being able to help you accurately. So, let me ask; what is the supposed advantage of storing an email as a comment as opposed to leaving it be? Why does the requestor sending a second, clarifying email upset the apple cart? With those answers, I might be able to steer you in an acceptable direction. Kenn LBNL ______________________________________________________ This email has been scanned by the MessageLabs Email Security System.
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