Dear All We have found in issue in RT that causes us great concern.
Below is a ticket which has a Comment followed by a Correspondence The problem is when we reply to a ticket (I assume this creates a correspondence) the customer also sees the Comment in the reply. The example below has a Comment "Customer is complete nobhead." The Correspondence has a reply of "This ticket has now been closed." In the exact email below the customer / requester [email protected] would have definitely seen the bizarre internal comment. I was under the impression that this could never happen as comments were for internal use and never seen by the Requester. Kind regards Naresh ---------- Forwarded message ---------- From: Naresh Maharaj <[email protected]> Date: 4 January 2011 22:01 Subject: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box To: "Naresh (Gmail) Maharaj" <[email protected]> --- On Tue, 4/1/11, [email protected] < [email protected]> wrote: > From: [email protected] < [email protected]> > Subject: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box > To: [email protected] > Cc: [email protected], [email protected] > Date: Tuesday, 4 January, 2011, 21:35 > This ticket has now been closed. > > Henk, Customer Care > > Hewitt & May (Shirtmakers) Ltd > [email protected] > www.hewittandmay.co.uk > > On Tue Jan 04 21:34:54 2011, henkdhoore wrote: > > Customer is complete nobhead. > > > > Henk, Customer Care > > > > Hewitt & May (Shirtmakers) Ltd > > [email protected] > > www.hewittandmay.co.uk > > > > > > -- Naresh Maharaj, Hewitt & May (Shirtmakers) Ltd email: [email protected] web: http://www.hewittandmay.co.uk
