Converse and notifications
Hello,
We've been using the Gemini mailbox feature for some time, automatically logging tickets from email messages sent to a particular mailbox. We recently added Converse functionality so that users could "converse" with Gemini simply by replying to the message acknowledgements. I've observed a couple of peculiarities and am unsure whether they are configuration errors or something else.
When a user submits a ticket via email, Converse picks it up, creates the ticket and sends an acknowledgement email. The sending user receives an acknowledgement with a from address as defined in Converse > Mailbox > Pop Mailbox. The users who monitor the project (through notifications), receive an email notification with the senders address as defined in the Global > Notifications section. Is it possible to have the notifications sent out using the from address defined in Converse > Mailbox > Pop Mailbox? I'm not sure if this is a feature request or I have misconfigured something?
When a user replies to a Converse acknowledgement, it logs their email message as a comment - all good. The problem we seem to be having is that sometimes (and only sometimes) the comment is added and then another ticket is created from that reply email. I have Mailbox Debug mode on, but there is nothing being logged in the Event log on the host where the Scheduler service runs.
Appreciate any comments in reply.
SimonW
· 1 |
|
Thursday, April 12, 2012, 11:55:58 PM |