Re: [rt-users] Question about Comments
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 wrote: > > On Fri, Dec 4, 2015 at 10:40 AM, Joe Kirby 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
Re: [rt-users] Question about Comments
On Fri, Dec 4, 2015 at 10:40 AM, Joe Kirby 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
[rt-users] Question about Comments
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? Thanks 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
[rt-users] RT::Extension::RepeatTicket-1.10
Hi everybody, we use RT 4.2.12 since 2 months and it works just fine. We recently installed Repeat Ticket 1.10. I read all the articles about this extension but I still don't understand how it really works. We have a ticket and we set the recurrence: Every Week on Monday with a ticket lead time 7 and concurrent 1. The cron job starts every day at 5.15 AM without type. System repeats this ticket on thursday, then we close and next day repeat it again. I undestand that we must pay attention at the ticket lead time. If it set to 7, means 7 days before due date a ticket is generated. So let's try null value. The system must generate the ticket the day of the recurrence is set. No chance, it 's all day generated too. I can set 2,1 or 0 in the ticket lead time, the ticket is always generated before those days lead time. I know that if i change the cronjob with the ticket number it works. Add the type in the cronjob is not a good solution because we lost the "today" value and how it will work if we have --type weekly and the cronjob works on monday but the recurrence is set on friday ? System repeats the ticket 4 days before we want. We want a ticket to be repeated every monday but this day and not before. How must we set the recurrence ? I know we can re-open ticket (cronjob) with status stalled but we don't want always the same ticket. We want a new so we can set the right work time for that ticket. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Extension-RepeatTicket-1-10-tp61064.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
