Is there a way to check the MTA logs to make sure the email is getting to RT?
On Fri, Oct 10, 2014 at 9:24 AM, Cedric Pages <cpa...@datacorp.fr> wrote: > Thanks Ryan for your answer. > > Unfortunately no change. > > > > As the requester, if I answer one of my ticket (by email), it will update > the ticket. > > If the Cc try to do the same thing, the ticket isn’t updated and a nez > ticket isn’t generated either. > > > > Hope this is enough clear. > > Thanks again for your help. If you had any other idea… > > > > Kind regards, > > > > *Cédric Pagès* > > Ingénieur systèmes réseaux > > 291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE > > *cpa...@datacorp.fr <cpa...@datacorp.fr>* *www.datacorp.fr > <http://www.datacorp.fr/>* > > Tel *: 0825 595 005* - Fax *: 04 22 13 01 23* > > > > [image: cid:image001.png@01CEF839.D153FDD0] > > > > *De :* Ryan Whalen [mailto:rwha...@advanceweb.com] > *Envoyé :* vendredi 10 octobre 2014 14:02 > *À :* Cedric Pages > *Cc :* rt-users@lists.bestpractical.com > *Objet :* Re: [rt-users] CC answering ticket issue > > > > Hi Cédric, > > > > Just a guess, but try going to Admin > Queues > Select, select your queue, > then click the Group Rights menu option. > > > > Click Cc from the menu on the left (under Roles), then check Reply to > tickets under the General Rights tab. Click the Save Changes button. > > > > This same permission should be enabled by default for the Everyone group > under the SYSTEM section on the left, so it's possible this is not the > cause. > > > > Thanks, > > Ryan > > > > > > > > On Fri, Oct 10, 2014 at 6:31 AM, Cedric Pages <cpa...@datacorp.fr> wrote: > > Hi all, > > > > We're having trouble with our RT version 4.2.8. > > When a ticket is created by someone with another person as Cc, and if the > person in Cc try to answer the email generated by the RT system, the message > isn't integrated in the ticket. > > As well as the message doesn't create a new ticket. > > If the requester is answering the same email, the ticket is updated. > > Do you have any idea why this is happening? Is anybody able to help? > > Thanks in advance. > > > > Kind regards, > > > > Cédric Pagès > > Ingénieur systèmes réseaux > > 291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE > > cpa...@datacorp.fr<mailto:cpa...@datacorp.fr> > www.datacorp.fr<http://www.datacorp.fr/ > <http://www.datacorp.fr%3chttp:/www.datacorp.fr/>> > > Tel : 0825 595 005 - Fax : 04 22 13 01 23 > > > > [cid:image001.png@01CEF839.D153FDD0] > > > > > -- > RT Training November 4 & 5 Los Angeles > http://bestpractical.com/training > > >
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