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<td width="30%"><div align="right"><table border=0 cellspacing=0 cellpadding=0><tr><td><A href="http://www.foreshore.net"><IMG border="0" style="border:0;" alt="Foreshore" src="cid:108081808582501501@service1.mimecast-offshore.com" ></A></td></tr></table></div></td>
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<DIV><SPAN class=304225107-18082008><FONT face=Arial
size=2>Hi,</FONT></SPAN></DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial size=2>We are using
rt-crontool to send timed notifications based on different criteria either to
owners of tickets or queue groups after a period of inactivity in some
form.</FONT></SPAN></DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial size=2>The way we do this
is to use RT::Action::</FONT><A
href="http://wiki.bestpractical.com/view/RecordComment"><FONT face=Arial
size=2>RecordComment</FONT></A><FONT face=Arial size=2> as the action of
rt-crontool to add a comment to the ticket using a template and also email the
owner or queue group.</FONT></SPAN></DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial size=2>However I have been
asked if there is any way that everything can run as before with mails being
sent to owner/queue group but without the comment on the ticket being
added. I have attempted using SendEmail or Notify as the action for rt-crontool
but it does not seem to work at all.</FONT></SPAN></DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial size=2>Does anyone know
where i am going wrong or is there a better way to do this?</FONT></SPAN></DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial
size=2>Thanks</FONT></SPAN></DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial
size=2>Dave</FONT></SPAN></DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=304225107-18082008></SPAN> </DIV>
<DIV><SPAN class=304225107-18082008><FONT face=Arial
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<font color="#000000" face="Arial">Foreshore Limited</font></td>
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<font face="Arial"> Dave Wells
<font face="Arial">
<br> Senior network engineer</font></td>
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<font color="#000000" face="Arial">T:</font></td>
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<font face="Arial">+44 (0) 1534 752300</font></td>
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<font color="#000000" face="Arial">F:</font></td>
<td style="padding-left: 5; font-size:10px; font-family:Verdana, Arial, Helvetica, sans-serif;">
<font color="#000000" face="Arial">+44 (0) 1534 752301</td>
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<font color="#000000" face="Arial">E:</font></td>
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<font face="Arial"><a href="mailto:dave.wells@foreshore.net">dave.wells@foreshore.net</a></td>
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<font color="#000000" face="Arial">W:</font></td>
<td style="padding-left: 5; font-size:10px; font-family:Verdana, Arial, Helvetica, sans-serif;">
<font face="Arial"><A href="www.foreshore.net">www.foreshore.net</A></td>
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