RT不区分“通信请求

RT不区分“通信请求 - 用户”和“从CC重放到内部评论”(RT doesn't distinguish between 'correspondence request-user' and 'replays from CCs to a internal comment')

我在IT支持。 我们有两种类型的对应关系：

最终用户 。 通常与他们进行外部沟通。 与服务提供商 （DBA等）的内部通信， 请求者无法看到 。

对于第一个，我们使用'对请求者的回答'。

对于服务提供商，我们使用评论并将CC发送给服务提供商。 但是当他们回复时，RT会将他们的回复视为通信，并执行“通信”条件的操作。

然后，当我想自定义程序时，RT不区分这些操作：向用户发送电子邮件和从提供商处重放（内部CC）对于RT都是“对应”， 并将它们发送给请求者 。

我没有意识到如何配置RT发送1 y 2到不同的操作。

我配错了什么吗？ 我必须考虑哪一个？ 或者我必须使用自定义用户脚本吗？

非常感谢！

I'm in IT support. We have two types of correspondence:

With final users. The usual external communication with them. With service providers (DBA, etc) Internal communication that can't be seen for the requestors.

For the first one, we use the 'answer to requestor'.

For the service providers, we use a comment and send CC to the service provider. But when they reply, RT considers their reply as correspondence and execute the actions for the 'correspondence' condition.

Then, when i wanna customize the scrips, RT doesn't distinguish between the actions: an email to the user and a replay from the provider (internal CC) are both "on correspondence" for RT, and send them both to the requestor.

I don't realize how to configure RT for send 1 y 2 to different actions.

Have I configurated something wrong? Which must I consider? Or must I use a custom user scrip?

Thanks a lot!

最满意答案

RT应该做你期望的事情，即向请求者发送信件（回复）并仅向员工发送评论。 有两个方面需要解决，为什么不发生这种情况：

1）默认情况下，RT的通知程序使用Cc角色添加另一个请求者。 如果要添加“评论者”，则需要使用AdminCc角色而不是Cc。 这可能是问题所在。

2）如果没有解决问题，请确保设置了两个电子邮件地址，一个用于通信，一个用于评论，例如support@example.com（对应地址）和support-comment@example.com（评论地址） ）。 然后确保你的/ etc / aliases文件设置为路由对应--action对应和注释与--action注释。 在RT README中的步骤10中提供了初始示例。

RT should do what you are expecting, which is send correspondence (replies) to the requestor and send comments only to staff. There are two areas to look at to sort out why this isn't happening:

1) By default, RT's notification scrips use the Cc role to add another requestor. If you want to add a "commenter," you want to use the AdminCc role rather than Cc. This is likely the problem.

2) If that doesn't fix it, make sure you have two email addresses set up, one for correspondence and one for comment, something like support@example.com (correspond address) and support-comment@example.com (comment address). Then make sure you have your /etc/aliases file set up to route correspond with --action correspond and comment with --action comment. An initial example is provided in step 10 in the RT README.