Hi, I've been investigating this and cannot find a real answer.
We have 3 persons on AdminCC. When client replies via email to the ticket, it will be received by the 3 persons' mailbox. Last week, there was a client replied, only 1 adminCC got the response. I did a test. All replies to RT are being received by 3 AdminCC. I found this on RT log. It only send to 1 adminCC. RT usually send to 3 adminCCs or sometimes to 2 if, the other is the updating the ticket. [Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Fri Apr 30 08:59:59 2010] [info]: < [email protected]> sent To: Cc: Bcc: [email protected] (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Further the client retained the RT system email address in their reply, and didn't change that email to be 1 AdminCc. I attached the ticket display page. It shows that client sent to RT email address and not directly to the email address of 1 adminCC. There are no changes on the scrips. I am also looking at the logs this is the only time RT sends to 1 adminCC. An ideas on why does RT only send to 1 adminCC? RT Version is 3.4.5
<<attachment: RT display.JPG>>
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