Simulating a reply-to-all style conversation

[MrKurt]

I have a number of people who need to participate in a conversation, but it doesn't appear that Cerberus sends them all responses. If I respond, everyone gets it. If one of them replies, only I get it. Is this by design?

It would be nice if there were a way to handle this scenario through Cerberus. As much as I hate reply-to-all, sometimes it's the best way to keep track of things.

[Hildy]

The "one of them" that replies should use reply-to-all if they want their response seen by the other requesters. Cerberus does not proxy responses from one requester to another.

[MrKurt]

Oh, wow. I somehow missed the fact that it sent out one email to everyone. I just assumed members of the ticket would only see the Cerberus email address.

[Hildy]

There is an option to add BCCs to a response, if you want to, but they're not stored as requesters on the ticket. (And if one of your BCCs responds, their address *will* get added as a requester, and will be visible on any further helpdesk responses unless removed.)

[jstanden]

It makes sense to allow any requester reply to proxy to the other requesters in the same way the helpdesk proxies worker replies.

It just takes a little extra work when reading the incoming email headers to ensure we aren't sending extra copies to the same people.

Cerb4 would essentially be working like a mailing list for each ticket. We could offer a simple way for requesters to stop watching an issue -- much like unsubscribe -- just by replying with that subject.

I'll have this thread added to JIRA.

[joegeck]

Added Jeff's post to JIRA:

http://www.wgmdev.com/jira/browse/CHD-321