<HTML><BODY style="word-wrap: break-word; -khtml-nbsp-mode: space; -khtml-line-break: after-white-space; ">Hello,<DIV><BR class="khtml-block-placeholder"></DIV><DIV>We want to configure the RT notification system so that any comments on a ticket are emailed to the owner of the ticket. </DIV><DIV><BR class="khtml-block-placeholder"></DIV><DIV>To do this, we modified the default scrip #8 (On Comment Notify Admin CCs as Comment with template Admin Comment). Now the settings for this scrip are:</DIV><DIV><BR class="khtml-block-placeholder"></DIV><DIV>Description: Owner Comment Notification</DIV><DIV>Condition: On Comment</DIV><DIV>Action: Notify Owner</DIV><DIV>Template: Global template: Admin Comment</DIV><DIV>Stage: Transaction Create</DIV><DIV><BR class="khtml-block-placeholder"></DIV><DIV>However, I have commented on existing and new tickets (some owned by me, some owned by others) and no notification was generated. </DIV><DIV><BR class="khtml-block-placeholder"></DIV><DIV>Furthermore, when I use the RT interface to Comment on a ticket, I do not see the appropriate "This message will be sent to... On Comment Notify Owner with template Admin Comment" notification setting. The only scrip listed under "This message will be sent to..." is the default scrip #9, "On Comment Notify Other Recipients as Comment with template Correspondence".</DIV><DIV><BR class="khtml-block-placeholder"></DIV><DIV>We are using RT 3.6.3. I am a relatively new RT user so please advise if I have overlooked a resource in trying to troubleshoot this issue. I have already looked through the O'Reilly RT Essentials book, as well as the RT Wiki and the rt-user mailing list archive.</DIV><DIV><BR class="khtml-block-placeholder"></DIV><DIV>Thank you,</DIV><DIV><DIV><SPAN class="Apple-style-span" style="border-collapse: separate; border-spacing: 0px 0px; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; text-align: auto; -khtml-text-decorations-in-effect: none; text-indent: 0px; -apple-text-size-adjust: auto; text-transform: none; orphans: 2; white-space: normal; widows: 2; word-spacing: 0px; "><SPAN class="Apple-style-span" style="border-collapse: separate; border-spacing: 0px 0px; color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; text-align: auto; -khtml-text-decorations-in-effect: none; text-indent: 0px; -apple-text-size-adjust: auto; text-transform: none; orphans: 2; white-space: normal; widows: 2; word-spacing: 0px; "><DIV><DIV><DIV style="font-face: arial, helvetiva, geneva; font-size: 12px">Sarah Pomerantz<SPAN class="Apple-converted-space"> </SPAN><BR><A href="mailto:sarah@bottlenose-wine.com">sarah@bottlenose-wine.com</A></DIV></DIV></DIV><BR class="Apple-interchange-newline"></SPAN></SPAN> </DIV><BR></DIV></BODY></HTML>