On Tue, Jan 04, 2011 at 10:09:05PM +0000, Naresh Maharaj wrote: > 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 contact...@yahoo.com 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.
This looks like you quoted a comment in a reply RT will not send comments to requestors unless misconfigured to do so, but nothing stops you from taking a screenshot of a comment and sending it to a requestor or quoting a comment when corresponding with RT. You may have misconfigured RT to cause outbound comments to have a correspond address in it, but since you don't provide nearly enough data, we can't know what you did. -kevin > ---------- Forwarded message ---------- > From: Naresh Maharaj <contact...@yahoo.com> > Date: 4 January 2011 22:01 > Subject: Fw: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box > To: "Naresh (Gmail) Maharaj" <contact...@gmail.com> > > > > > > > --- On Tue, 4/1/11, rt-customerc...@admin.hewittandmay.com < > rt-customerc...@admin.hewittandmay.com> wrote: > > > From: rt-customerc...@admin.hewittandmay.com < > rt-customerc...@admin.hewittandmay.com> > > Subject: [ Hewitt & May #176] Test Ticket - #1 from yahoo mail box > > To: contact...@yahoo.com > > Cc: kirsty.lickor...@extera.co.uk, nar...@hewittandmay.com > > Date: Tuesday, 4 January, 2011, 21:35 > > This ticket has now been closed. > > > > Henk, Customer Care > > > > Hewitt & May (Shirtmakers) Ltd > > customerc...@hewittandmay.com > > 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 > > > customerc...@hewittandmay.com > > > www.hewittandmay.co.uk > > > > > > > > > > > > > > > > > > -- > Naresh Maharaj, > > Hewitt & May (Shirtmakers) Ltd > email: i...@hewittandmay.com > web: http://www.hewittandmay.co.uk
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