Hello Mario, Check the permissions of the users (or groups) involved on the queues. My experience is to take a piece of paper and draw out a matrix for the permission structure..
Regards Mayk From: Mario DiNatale [mailto:[email protected]] Sent: Wednesday, August 01, 2012 08:07 PM To: [email protected] <[email protected]> Subject: Re: [rt-users] E-mails not updating History? Sorry to bother you guys again, but it actually Appears that this issue is simpler than it initially appeared! The messages ARE making into the comment history, however Neither the poster nor the responder can see it, however When logged in as root, I can see the full history of the messages… Does anyone know how I would go about fixing it so that everyone Involved in a ticket can see the full comment history? -m From: Mario DiNatale Sent: Wednesday, August 01, 2012 12:23 PM To: '[email protected]' Subject: E-mails not updating History? Finishing up my virgin RT install today, spent yesterday configuring fetchmail and exchange to play nice… However I’m running into a strange issue that I’m hoping you gentleman can help me out with. When a user opens a ticket and comments on it, emails are sent. When another user uses the web-ui to make a comment, emails are sent and the comment shows up in the ticket history. However, if a user reply’s to a ticket email, the comment is received via email to all the users requested, however the comment history is never updated in the ticket itself, it seems to disappear off into the void? Best guess I have is that it has something to do with fetchmail not dropping it into an appropriate queue, so I’m attatching my fetchmailrc below and the results of a manual fetchmail run. ---------------------------------------------------------------------------------------------------------- fetchmail run w/ 2 fake messages: # fetchmail -f /etc/rt3/fetchmailrc fetchmail: No mail for rt at hpd-exc1 2 messages for rt-comment at hpd-exc1 (3886 octets). reading message [email protected]:1 of 2 (2092 octets) flushed reading message [email protected]:2 of 2 (1794 octets) flushed ---------------------------------------------------------------------------------------------------------- fetchmailrc: poll hpd-exc1 proto pop3: auth password username "rt" password "******" mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T --action correspond" username "rt-comment" password "*******" mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T --action comment" nokeep ssl sslfingerprint "E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E" ---------------------------------------------------------------------------------------------------------- Any thoughts or suggestions would be most appreciated gentlemen. Thanks again, -m Mario DiNatale Information Technology Manager 2900 Dixwell Avenue Tel: 203-407-3187 Hamden, CT 06518 Fax: 203-230-4097 www.hamden.com -----BEGIN PGP PUBLIC KEY CRYTPO BLOCK----- mQENBE66pkIBCACXZ3ltfLhx2JXg5NCkP2frIWTYTmmQEXXVHjA9gZGSs1YKVO2d RjhpMSICBmYcx5drxDurDaHId0J8+ZomCZhaLgEU7SsLKJCB6qhu47YzoKNuQe/N Yu4pLec6zYfQGpTgeAIOKxkZpHrVT+zaWyUCUnSK685+iVP3a/pt/OlO355wHH9b YHYElp+FWkLOetV0o6wPRbjpqBLIE6sL0alGnHOM23nn8truk4bPjdDB3/q1SpUT CBHPT8at2FAqKwz8fNVdihusVjDln7gGRwecp2RY2yfmT+FA82aYr0pendYMJaUW MN24l6SHzKmKcDwPV8oCXPqSr56dH0OcaKXRABEBAAG0Ik1hcmlvIERpTmF0YWxl IDxtYXJpb2dkQGdtYWlsLmNvbT6JATgEEwECACIFAk66pkICGw8GCwkIBwMCBhUI AgkKCwQWAgMBAh4BAheAAAoJEHiKyXG4XFzjocAH/3F3+39v/rADiulBxdy6Zn4F S0yfbsM2WXxj1m+L1lRfM06Se920xh9G/PQGkd0QiQRMiawnr1voKkKkV2rqH4wJ r116Ff8kwFGFozVbc4kXokA21Ua694/FNmxUfD2eVCNJVfbIl1jdSRU0A6Fy4UgW djesrHYsb1qwqD75ZbVHAmTT+o+AKIhIKr135AE6aG0Qh2rO4bRSOYZE1BfGJ0fV DjM6rMHgTmdxKizPM3eynkrXwcgGYRyl6Bn661FAoyBwhSMmjG9tMNNwZYnFvoxW e15jUPH0k9TmY3+0Yqs/1PMLuNIGQ8GecIBs2y6a6uU6Pwmaes/rAulmVIQkd54= =YGdf -----END PGP PUBLIC KEY CRYTPO BLOCK-----
