On Tue, Jan 4, 2011 at 6:12 PM, Naresh Maharaj wrote:
> Hi James,
>
> Your explanation actually makes sense now and we simply didn't look at it
> from that perspective. We were simply let to believe that comments within
> RT would never be exposed to requestors and that under no circumstances the
On Tue, Jan 4, 2011 at 5:45 PM, Naresh Maharaj wrote:
>
> We think the problem is the following.
>
> If the last transaction was a COMMENT say COMMENT(15)
> You then click REPLY on COMMENT(15)
> This generated a CORRESPONDENCE (16) with COMMENT(15) as the history.
> In such cases the Requestor now
Kevin
What you are saying is not entirely true.
Lets say the history has 15 transactions of human typed responses.
These 15 are made of 10 correspondences and 5 comments.
We think the problem is the following.
If the last transaction was a COMMENT say COMMENT(15)
You then click REPLY on COMMEN
On Tue, Jan 04, 2011 at 11:12:16PM +, Naresh Maharaj wrote:
>Simply clicking reply hyperlink near the history of a ticket will
> reproduce all the history
>including the Correspondences and Comments over the entire history of the
> ticket. If that
>ticket has Comments in the histo
Kevin,
Our queue name is: hm_customercare
Reply address is: customerc...@admin.hewittandmay.com
Comment address is: comm...@admin.hewittandmay.com
I do not believe RT is misconfigured.
We did not cust and past a comment into a REPLY.
Requestors are not seeing Comments that are added to a tic
On Tue, Jan 04, 2011 at 10:09:05PM +, 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)
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 Comme
