Thanks Matt. I will review closer as I thought we had that setup correctly but apparently not
Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu > On Dec 4, 2015, at 11:48 AM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote: > > On Fri, Dec 4, 2015 at 10:40 AM, Joe Kirby <ki...@umbc.edu> wrote: >> Our queues are setup to not contact the requestor on a comment via email OR >> to even let the requestor see the comment. >> >> One of my power users put a comment on the ticket but included as a one-time >> cc someone who does not go into RT very often. >> >> That user actually replied back to the email which then contacted the >> requestor with both his response and the original comment. >> >> Is there a way to recognize an email coming back to RT as a response to a >> comment and suppressing any email notification etc. to the requestor? > > There are two questions you ask in the above sentence. > > A. Is there a way to recognize an email coming back to RT as a > response to a comment? > > Yes. That should happen per your configs: > > Set($CommentAddress , 'comm...@rt.d.umn.edu'); > > When comments go out (even to one-time-ccs) the reply-to address will > be whatever is configured. > > When replies to that comment come back to the system, your MTA is > configured to make those transactions comments: > > $ grep comment /etc/aliases > comment: "|/opt/rt4/bin/rt-mailgate --queue 'helpdesk' --action > 'comment' --url https://rt.d.umn.edu"; > > B. And suppress any email notifications to the requestor? > > That is configured in your scrips. > > -m
