Talk:Watching the Helpdesk (setup and configuration)

From Cerberus Helpdesk Wiki

I've been testing this function on Version 4.2 Stable (Build 910) and the remote commands [close] and [comment] do not seem to be functioning as expected. I.E. replying by an external email and entering these commands in the subject headline do not result in Cerb4 performing these functions. Instead, they enter the existing discussion in the inbox as a new incoming mail. Has anyone else tested this?

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Good eye! Now the catch is it's half working. If you REPLACE the entire subject with [command] it will open a new ticket and NOT do what you want, but if you APPEND the [command] to the end of the subject the action will run as expected. Now technically this is a bug but from what I've been told if the e-mail client you're using to reply to notifications throws away the References and In-Reply-To headers, then we can't do anything about it. May I ask what client you're using? Is it a web-based e-mail program like Gmail or Yahoo!. Both are exhibiting this broken behavior now, so I'm guessing they changed something on their end recently. You see, I always use these for testing and have not encountered this problem in the past.

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Thanks for having a look at this. I was appending the [command] in the subject line using Outlook 2003. I checked out the forums and it looked like cerb wasn't recognising my email as a watcher email address. I deleted the email address and reset it to be associated with the helpdesk account and that seemed to do the trick. I also tested with gmail, and it seems to work fine. I guess this is more like a forum discussion, should it be deleted from the wiki?