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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>When you say you tested with some owned by you and some owned by
others…if you comment on a ticket owned by yourself, you won’t get
an e-mail. If you comment on a ticket where you are the requestor, you
won’t get an e-mail. <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>If you DO want this then you have to change your site config
file to include:<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Set($NotifyActor, 1);<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>If the above does not apply to you (you weren’t the owner
or requestor of the ticket when you commented on it), then its time to check
those logs ;-)<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
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<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Sarah
Pomerantz<br>
<b>Sent:</b> Thursday, May 31, 2007 1:29 PM<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> [rt-users] Global scrip modification - action failing<o:p></o:p></span></p>
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</div>
<p class=MsoNormal><o:p> </o:p></p>
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<p class=MsoNormal>Hello,<o:p></o:p></p>
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<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Helvetica","sans-serif"'><o:p> </o:p></span></p>
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<div>
<p class=MsoNormal>We want to configure the RT notification system so that any
comments on a ticket are emailed to the owner of the ticket. <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Helvetica","sans-serif"'><o:p> </o:p></span></p>
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<p class=MsoNormal>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:<o:p></o:p></p>
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<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Helvetica","sans-serif"'><o:p> </o:p></span></p>
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<p class=MsoNormal>Description: Owner Comment Notification<o:p></o:p></p>
</div>
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<p class=MsoNormal>Condition: On Comment<o:p></o:p></p>
</div>
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<p class=MsoNormal>Action: Notify Owner<o:p></o:p></p>
</div>
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<p class=MsoNormal>Template: Global template: Admin Comment<o:p></o:p></p>
</div>
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<p class=MsoNormal>Stage: Transaction Create<o:p></o:p></p>
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<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Helvetica","sans-serif"'><o:p> </o:p></span></p>
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<p class=MsoNormal>However, I have commented on existing and new tickets (some
owned by me, some owned by others) and no notification was generated. <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Helvetica","sans-serif"'>I
have granted all rights to the role "Owner" Globally. I have also
made sure that the UserId of the Owner is Privileged.<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Helvetica","sans-serif"'><o:p> </o:p></span></p>
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<div>
<p class=MsoNormal>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".<o:p></o:p></p>
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<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Helvetica","sans-serif"'><o:p> </o:p></span></p>
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<p class=MsoNormal>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.<o:p></o:p></p>
</div>
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<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Helvetica","sans-serif"'><o:p> </o:p></span></p>
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<div>
<p class=MsoNormal>Thank you,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>Sarah Pomerantz <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><a href="mailto:sarah@bottlenose-wine.com">sarah@bottlenose-wine.com</a><o:p></o:p></p>
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<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Helvetica","sans-serif";
color:black'><o:p> </o:p></span></p>
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<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Helvetica","sans-serif";
color:black'><br>
<br>
</span><o:p></o:p></p>
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<p class=MsoNormal><o:p> </o:p></p>
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