[rt-users] Requestors being sent comments when updated via email

Potla, Ashish Bassaliel c_apotla at qualcomm.com
Sat Feb 28 04:59:45 EST 2009


what is the  comment address set a queue level? is it the correct one?

secondly how do you filter incoming emails and forward to RT? I use procmail. I have two filters configured for each queue in .procmailrc .
So for one queue, I have :
1. If To is <correspond address of the queue> call rt mailgate with the email and action as --correspond
2. If To is <comment address of the queue> call rt mailgate with the email and action as --comment

Check this filtering to see if an incoming email from comment address is addressed by your filtering application properly.

-Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Brandon Rogge [brandonr at bandcon.com]
Sent: Saturday, February 28, 2009 9:15 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Requestors being sent comments when updated via email

The problem I am having is that when someone sends a comment via email, the comment is being sent to the requestor.
I can see that the script ‘on correspond notify requestors and CCs with global template correspondence’ is causing this even though the comment is being sent to RT using the comment email address.  If this script is removed then replying to a ticket via the web interface doesn’t work as the requestors email address is not used automatically.  CorrespondAddress  and CommentAddress  are both set in RT_SiteConfig.pm we are using version 3.8.2.




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