Much appreciated Kenn, You were absolutely correct... when looking at it closer... found the simple thing I was missing. The email I was generating was from the autoreply from the ticket creation, which uses the Queue's email address setup in the config of the queue. That email address was missing a character(booking instead of bookings).... was throwing me for a loop, I knew it was something simple but I looked at it 1000 times and couldn't see it :(
Very much appreciated... if I had hair it would be gone... but your response would allow it to grow back :D Thanks! Mike. On Mon, Jun 27, 2011 at 4:11 PM, Kenneth Crocker <[email protected]> wrote: > Mike, > > On first glance, I'd say the "Requestor" did NOT include a RT::Queue > address when responding. Either the "To:" or a "Cc:" or even a "Bcc:" needs > to have the RT Queue address in order for RT to get the response. On TOP of > that, the ticket number needs to be referenced in the subject line or RT > will create a new ticket with that response instead of putting it into > ticket history. > > That's at "First Glance". > > Hope this helps. > > Kenn > LBNL > > On Mon, Jun 27, 2011 at 8:32 AM, Mike Johnson <[email protected]>wrote: > >> Hi folks, >> >> I'm missing something simple, but cannot find it. >> >> I've setup a new queue. I've set permissions to what I believe most of my >> other queues have. >> >> For some reason a reply by email from a requestor isn't showing up in the >> ticket. >> >> In my testing, I've added the "ReplyToTicket" right to both places now... >> >> Configuration - Global - Group Rights >> Role >> - requestor >> >> and >> >> Configuration - Queue - Group Rights >> Role >> - requestor >> >> >> Is there something that would trump this? can you think of something I >> missed? >> >> I've tested a privileged user, existing non-privileged user, and a freshly >> created(auto by email submission) non-privileged user. In all cases they can >> create a ticket, can reply to tickets that they are not the requestor of >> just fine but can't reply to tickets they are the requestor on. >> >> Any thoughts on where to look would be appreciated. >> >> Thanks! >> Mike. >> -- >> Mike Johnson >> Datatel Programmer/Analyst >> Northern Ontario School of Medicine >> 955 Oliver Road >> Thunder Bay, ON P7B 5E1 >> Phone: (807) 766-7331 >> Email: [email protected] >> >> >> -------- >> 2011 Training: http://bestpractical.com/services/training.html >> > > > > -------- > 2011 Training: http://bestpractical.com/services/training.html > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: [email protected]
-------- 2011 Training: http://bestpractical.com/services/training.html
