http://www.cerb4.com/forums/showthread.php?t=1159

I know these scenarios are different but I think the solution of figuring out to treat worker addresses (registered with the Helpdesk) the same as regular addresses would solve all these types of issues.

Hildy [WGM] acknowledged in the thread that this is the root cause, so it sounds logical to assume the situation transcribed below would be "fixed by removal" so to speak.

[[Quoted from thread]]

Team A can only access tickets in their group.

Team B can only access their tickets.

2 people in Team C can only access their tickets, and 2 people in team C are the only people who are on Team D.


Let's say someone from Team C (me) sends a ticket to Team A through external email to Cerberus (not logging a message and assigning it to that team). Team A sends me back a reply (setting the ticket as Waiting automatically). When I respond back to Team A - the response is copied back to my own mailbox, and the ticket remains in "Waiting" status.

This also happened when someone from Team B used external mail to generate a ticket for Team C: Replied copied to the senders mailbox (Cerberus not set to do this from what I can tell) and the ticket does not shift from Waiting to Not Waiting.

This is a very important part of the system. I am in a very similar situation where "Customers" of Team A are "Workers" in Team B, causing tickets sent to Team A not to be re-opened on a reply from worker in Team B. This is causing a lot of problems between the 2 teams and a break in communication. In my opinion, this bug needs to be fixed a bit sooner than "wishlist" please and thank you.

Side note: Workers used to be able to reply and re-open tickets through email. As a temporary fix, what revision was this last seen? I believe it was somewhere after build 600, about the same time the INBOUND and OUTBOUND color coding.

Thanks,
-Mike

Moved to Milestone #20. There may be increased interest from a recent blog post.

Sorry to bother again but can we bump this up. It is very annoying to have to manually search for and re-open tickets replied to by workers through email. I'm sure there are others that would agree.

I hoped this wouldn't be pushed to the back-burner, but it looks like that's the case. I think this is a more important issue that what you guys think. The ability to treat workers as customers is extremely important when you have multiple groups in one organization. I hope this gets bumped up.