[rt-users] Fwd: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box
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 Comment Customer is complete nobhead. The Correspondence has a reply of This ticket has now been closed. In the exact email below the customer / requester contact...@yahoo.com would have definitely seen the bizarre internal comment. I was under the impression that this could never happen as comments were for internal use and never seen by the Requester. Kind regards Naresh -- Forwarded message -- From: Naresh Maharaj contact...@yahoo.com Date: 4 January 2011 22:01 Subject: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box To: Naresh (Gmail) Maharaj contact...@gmail.com --- On Tue, 4/1/11, rt-customerc...@admin.hewittandmay.com rt-customerc...@admin.hewittandmay.com wrote: From: rt-customerc...@admin.hewittandmay.com rt-customerc...@admin.hewittandmay.com Subject: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box To: contact...@yahoo.com Cc: kirsty.lickor...@extera.co.uk, nar...@hewittandmay.com Date: Tuesday, 4 January, 2011, 21:35 This ticket has now been closed. Henk, Customer Care Hewitt May (Shirtmakers) Ltd customerc...@hewittandmay.com www.hewittandmay.co.uk On Tue Jan 04 21:34:54 2011, henkdhoore wrote: Customer is complete nobhead. Henk, Customer Care Hewitt May (Shirtmakers) Ltd customerc...@hewittandmay.com www.hewittandmay.co.uk -- Naresh Maharaj, Hewitt May (Shirtmakers) Ltd email: i...@hewittandmay.com web: http://www.hewittandmay.co.uk
Re: [rt-users] Fwd: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box
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) the customer also sees the Comment in the reply. The example below has a Comment Customer is complete nobhead. The Correspondence has a reply of This ticket has now been closed. In the exact email below the customer / requester contact...@yahoo.com would have definitely seen the bizarre internal comment. I was under the impression that this could never happen as comments were for internal use and never seen by the Requester. This looks like you quoted a comment in a reply RT will not send comments to requestors unless misconfigured to do so, but nothing stops you from taking a screenshot of a comment and sending it to a requestor or quoting a comment when corresponding with RT. You may have misconfigured RT to cause outbound comments to have a correspond address in it, but since you don't provide nearly enough data, we can't know what you did. -kevin -- Forwarded message -- From: Naresh Maharaj contact...@yahoo.com Date: 4 January 2011 22:01 Subject: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box To: Naresh (Gmail) Maharaj contact...@gmail.com --- On Tue, 4/1/11, rt-customerc...@admin.hewittandmay.com rt-customerc...@admin.hewittandmay.com wrote: From: rt-customerc...@admin.hewittandmay.com rt-customerc...@admin.hewittandmay.com Subject: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box To: contact...@yahoo.com Cc: kirsty.lickor...@extera.co.uk, nar...@hewittandmay.com Date: Tuesday, 4 January, 2011, 21:35 This ticket has now been closed. Henk, Customer Care Hewitt May (Shirtmakers) Ltd customerc...@hewittandmay.com www.hewittandmay.co.uk On Tue Jan 04 21:34:54 2011, henkdhoore wrote: Customer is complete nobhead. Henk, Customer Care Hewitt May (Shirtmakers) Ltd customerc...@hewittandmay.com www.hewittandmay.co.uk -- Naresh Maharaj, Hewitt May (Shirtmakers) Ltd email: i...@hewittandmay.com web: http://www.hewittandmay.co.uk pgpmIPl4YSMzp.pgp Description: PGP signature
Re: [rt-users] Fwd: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box
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 ticket. However Requestors are seeing the same comments in the ticket history when using the reply hyperlink. When a ticket is open there are 2 reply hyperlinks that a user can click. One is in the top right hand corner of the ticket which does not show the history and there are other reply hyperlinks near each reply of the history. 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 history it is shown as INLINE text which we would not have expected to see. Naresh On 4 January 2011 22:17, Kevin Falcone falc...@bestpractical.com wrote: 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) the customer also sees the Comment in the reply. The example below has a Comment Customer is complete nobhead. The Correspondence has a reply of This ticket has now been closed. In the exact email below the customer / requester contact...@yahoo.comwould have definitely seen the bizarre internal comment. I was under the impression that this could never happen as comments were for internal use and never seen by the Requester. This looks like you quoted a comment in a reply RT will not send comments to requestors unless misconfigured to do so, but nothing stops you from taking a screenshot of a comment and sending it to a requestor or quoting a comment when corresponding with RT. You may have misconfigured RT to cause outbound comments to have a correspond address in it, but since you don't provide nearly enough data, we can't know what you did. -kevin -- Forwarded message -- From: Naresh Maharaj contact...@yahoo.com Date: 4 January 2011 22:01 Subject: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box To: Naresh (Gmail) Maharaj contact...@gmail.com --- On Tue, 4/1/11, rt-customerc...@admin.hewittandmay.com rt-customerc...@admin.hewittandmay.com wrote: From: rt-customerc...@admin.hewittandmay.com rt-customerc...@admin.hewittandmay.com Subject: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box To: contact...@yahoo.com Cc: kirsty.lickor...@extera.co.uk, nar...@hewittandmay.com Date: Tuesday, 4 January, 2011, 21:35 This ticket has now been closed. Henk, Customer Care Hewitt May (Shirtmakers) Ltd customerc...@hewittandmay.com www.hewittandmay.co.uk On Tue Jan 04 21:34:54 2011, henkdhoore wrote: Customer is complete nobhead. Henk, Customer Care Hewitt May (Shirtmakers) Ltd customerc...@hewittandmay.com www.hewittandmay.co.uk -- Naresh Maharaj, Hewitt May (Shirtmakers) Ltd email: i...@hewittandmay.com web: http://www.hewittandmay.co.uk -- Naresh Maharaj, Hewitt May (Shirtmakers) Ltd email: i...@hewittandmay.com web: http://www.hewittandmay.co.uk
Re: [rt-users] Fwd: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box
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 history it is shown as INLINE text which we would not have expected to see. Reply near a transaction quotes only the content of that transaction, it does not quote the entire ticket's history. Reply at the top of the page quotes nothing. -kevin pgpu0NmsxzoEO.pgp Description: PGP signature
Re: [rt-users] Fwd: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box
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 COMMENT(15) This generated a CORRESPONDENCE (16) with COMMENT(15) as the history. In such cases the Requestor now gets the COMMENT(15) Which we thought would never happen. This presents some danger from a users perspective about what we classed as private content from being inaccessible to the requstor. Rgds Naresh On 4 January 2011 23:18, Kevin Falcone falc...@bestpractical.com wrote: 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 history it is shown as INLINE text which we would not have expected to see. Reply near a transaction quotes only the content of that transaction, it does not quote the entire ticket's history. Reply at the top of the page quotes nothing. -kevin -- Naresh Maharaj, Hewitt May (Shirtmakers) Ltd email: i...@hewittandmay.com web: http://www.hewittandmay.co.uk
Re: [rt-users] Fwd: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box
On Tue, Jan 4, 2011 at 5:45 PM, Naresh Maharaj nar...@hewittandmay.comwrote: 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 gets the COMMENT(15) That's exactly how RT works by default. If a comment is made in a ticket (let's say by an employee) and then it's either REPLIED to via email (with the comment left in the email) or from within the RT interface on that specific comment, the COMMENT most surely will be included in the REPLY to the requester. If you do not want the text of the comment sent to the requester, do not include it in the email reply nor use the reply link in the specific comment within the ticket interface. If replying by email, delete the comment from the email. If replying via the RT interface, use the generic reply link at the top of ticket. -- James Moseley
Re: [rt-users] Fwd: Fw: [ Hewitt May #176] Test Ticket - #1 from yahoo mail box
On Tue, Jan 4, 2011 at 6:12 PM, Naresh Maharaj nar...@hewittandmay.comwrote: 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 administrator would be allowed to copy in a comment and accidentally sending it to a requestor by clicking a reply hyperlink within RT. Perhaps in our view, the reply hyperlink shouldn't even be visibile on any comment transaction of a ticket history. But thanks for explaining as we now understand the true RT behaviour on this matter. Cc-ing the list... The 'reply' and 'forward' hyperlinks in a comment transaction are valuable in case you want to include/forward those comments to cc's, requesters, or other parties that never received the comments because they were a 'comment' transaction. Not all comments are snide, childish remarks. ;-) -- James Moseley
