MArio, I may be wrong, but I believe a user can set up what they want to see in the History with settings. The default is set in the RT_SiteConfig.pm file. You might want to see what your default is.
Kenn On Wed, Aug 1, 2012 at 11:13 AM, Mayk Backus <[email protected]> wrote: > Hello Mario, > > Check the permissions of the users (or groups) involved on the queues. My > experience is to take a piece of paper and draw out a matrix for the > permission structure.. > > Regards > > Mayk > > *From*: Mario DiNatale [mailto:[email protected]] > *Sent*: Wednesday, August 01, 2012 08:07 PM > *To*: [email protected] <[email protected]> > *Subject*: Re: [rt-users] E-mails not updating History? > > > Sorry to bother you guys again, but it actually**** > > Appears that this issue is simpler than it initially appeared! > The messages ARE making into the comment history, however**** > > Neither the poster nor the responder can see it, however**** > > When logged in as root, I can see the full history of the messages…**** > > Does anyone know how I would go about fixing it so that everyone**** > > Involved in a ticket can see the full comment history? > -m**** > > ** ** > > *From:* Mario DiNatale > *Sent:* Wednesday, August 01, 2012 12:23 PM > *To:* '[email protected]' > *Subject:* E-mails not updating History?**** > > ** ** > > Finishing up my virgin RT install today,**** > > spent yesterday configuring fetchmail**** > > and exchange to play nice… However I’m**** > > running into a strange issue that I’m hoping**** > > you gentleman can help me out with. > > When a user opens a ticket and comments on it,**** > > emails are sent. When another user uses the web-ui**** > > to make a comment, emails are sent and the comment**** > > shows up in the ticket history. However, if a user reply’s**** > > to a ticket email, the comment is received via email to**** > > all the users requested, however the comment history**** > > is never updated in the ticket itself, it seems to disappear**** > > off into the void? > > Best guess I have is that it has something to do with fetchmail**** > > not dropping it into an appropriate queue, so I’m attatching**** > > my fetchmailrc below and the results of a manual fetchmail run. > > ---------------------------------------------------------------------------------------------------------- > **** > > *fetchmail run w/ 2 fake messages:* > # fetchmail -f /etc/rt3/fetchmailrc**** > > fetchmail: No mail for rt at hpd-exc1**** > > 2 messages for rt-comment at hpd-exc1 (3886 octets).**** > > reading message [email protected]:1 of 2 (2092 octets) > flushed**** > > reading message [email protected]:2 of 2 (1794 octets) > flushed**** > > > ---------------------------------------------------------------------------------------------------------- > **** > > *fetchmailrc: > *poll hpd-exc1**** > > proto pop3:**** > > auth password**** > > username "rt"**** > > password "******"**** > > mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local--queue I.T > **** > > --action correspond"**** > > username "rt-comment"**** > > password "*******"**** > > mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local--queue I.T > **** > > --action comment"**** > > ** ** > > nokeep**** > > ssl**** > > sslfingerprint "E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E"* > * > ---------------------------------------------------------------------------------------------------------- > **** > > Any thoughts or suggestions would be most appreciated gentlemen.**** > > Thanks again,**** > > -m**** > > ** ** > > Mario DiNatale**** > > *Information Technology Manager* > > 2900 Dixwell Avenue Tel: 203-407-3187**** > > Hamden, CT 06518 Fax: 203-230-4097**** > > www.hamden.com**** > > ** ** > > * -----BEGIN PGP PUBLIC KEY CRYTPO BLOCK-----* > > mQENBE66pkIBCACXZ3ltfLhx2JXg5NCkP2frIWTYTmmQEXXVHjA9gZGSs1YKVO2d**** > > RjhpMSICBmYcx5drxDurDaHId0J8+ZomCZhaLgEU7SsLKJCB6qhu47YzoKNuQe/N**** > > Yu4pLec6zYfQGpTgeAIOKxkZpHrVT+zaWyUCUnSK685+iVP3a/pt/OlO355wHH9b**** > > YHYElp+FWkLOetV0o6wPRbjpqBLIE6sL0alGnHOM23nn8truk4bPjdDB3/q1SpUT**** > > CBHPT8at2FAqKwz8fNVdihusVjDln7gGRwecp2RY2yfmT+FA82aYr0pendYMJaUW**** > > MN24l6SHzKmKcDwPV8oCXPqSr56dH0OcaKXRABEBAAG0Ik1hcmlvIERpTmF0YWxl**** > > IDxtYXJpb2dkQGdtYWlsLmNvbT6JATgEEwECACIFAk66pkICGw8GCwkIBwMCBhUI**** > > AgkKCwQWAgMBAh4BAheAAAoJEHiKyXG4XFzjocAH/3F3+39v/rADiulBxdy6Zn4F**** > > S0yfbsM2WXxj1m+L1lRfM06Se920xh9G/PQGkd0QiQRMiawnr1voKkKkV2rqH4wJ**** > > r116Ff8kwFGFozVbc4kXokA21Ua694/FNmxUfD2eVCNJVfbIl1jdSRU0A6Fy4UgW**** > > djesrHYsb1qwqD75ZbVHAmTT+o+AKIhIKr135AE6aG0Qh2rO4bRSOYZE1BfGJ0fV**** > > DjM6rMHgTmdxKizPM3eynkrXwcgGYRyl6Bn661FAoyBwhSMmjG9tMNNwZYnFvoxW**** > > e15jUPH0k9TmY3+0Yqs/1PMLuNIGQ8GecIBs2y6a6uU6Pwmaes/rAulmVIQkd54=**** > > =YGdf**** > > * -----END PGP PUBLIC KEY CRYTPO BLOCK-----* > > ** ** >
