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RT has two ways to append to a ticket:
- Correspond (reply)
This is a normal append, done either by the requestor or by
staff (consultant). It is visible to both.
- Comment
This is visible only to the staff and AdminWatchers, not to the
requestor or normal watchers. Can be used by the staff to discuss details
that would confuse the requestor.
At ACCC, I've changed the RT code, so that you must explicitly grant
someone the ability to comment. Only the superuser has this
priv automatically. ACCC doesn't use comments internally, as of
this writing, just because it seems too easy to accidently reveal
this to the requestor. If we need to discuss a ticket out of band,
we'll do so _way_ out of band.
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If you, as staff, always deal with the web interface, you're done.
But if you want to append via email, and you want to choose
between correspond and comment (provided you have that privilege),
then you need to set up two different email addresses per queue.
One to send back correspondance (that both staff and requestors will use)
and one for staff to send in comments. This is what's meant by the
Comment Address under Configuration->Queues.
If you really want a comment address, you have to arrange it with ACCC.
Don't just make up an address and assume it will work.
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