<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv="Content-Type" content="text/html; charset=us-ascii">
<meta name="Generator" content="Microsoft Word 14 (filtered medium)">
<style><!--
/* Font Definitions */
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p
{mso-style-priority:99;
mso-margin-top-alt:auto;
margin-right:0in;
mso-margin-bottom-alt:auto;
margin-left:0in;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
p.MsoAcetate, li.MsoAcetate, div.MsoAcetate
{mso-style-priority:99;
mso-style-link:"Balloon Text Char";
margin:0in;
margin-bottom:.0001pt;
font-size:8.0pt;
font-family:"Tahoma","sans-serif";}
span.description
{mso-style-name:description;}
span.BalloonTextChar
{mso-style-name:"Balloon Text Char";
mso-style-priority:99;
mso-style-link:"Balloon Text";
font-family:"Tahoma","sans-serif";}
span.EmailStyle21
{mso-style-type:personal-reply;
font-family:"Calibri","sans-serif";
color:#1F497D;}
.MsoChpDefault
{mso-style-type:export-only;
font-family:"Calibri","sans-serif";}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang="EN-US" link="blue" vlink="purple">
<div class="WordSection1">
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Good point, I am only seeing the “outgoing email recorded” message on ticket creation and closure. I thought the “On Correspond” event logged correspondence
submitted via the web interface; was I wrong?<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">Thanks,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Thane<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"><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""> Michael Steen [mailto:michael.steen@livetext.com]
<br>
<b>Sent:</b> Friday, March 11, 2011 4:20 PM<br>
<b>To:</b> Walkup, Thane<br>
<b>Cc:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> Re: [rt-users] Respond on Correspond appears to not be working<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom:12.0pt">Do you see "<span class="description"> Outgoing email recorded</span>" at the bottom of the ticket when you reply (assuming you have the right)? Is anyone in the To: field there?<br>
<br clear="all">
Mike Steen<br>
Desktop and Customer Support Specialist<br>
LiveText, Inc.<br>
<a href="mailto:michael.steen@livetext.com">michael.steen@livetext.com</a><br>
<br>
<o:p></o:p></p>
<div>
<p class="MsoNormal">On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane <<a href="mailto:TWalkup@sccd.ctc.edu">TWalkup@sccd.ctc.edu</a>> wrote:<o:p></o:p></p>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D">No.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D">Here’s the scenario I’m trying to set up:</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D"> </span><o:p></o:p></p>
<p><span style="font-size:11.0pt;color:#1F497D">1.</span><span style="font-size:7.0pt;color:#1F497D">
</span><span style="font-size:11.0pt;color:#1F497D">Requestor submits trouble request</span><o:p></o:p></p>
<p><span style="font-size:11.0pt;color:#1F497D">2.</span><span style="font-size:7.0pt;color:#1F497D">
</span><span style="font-size:11.0pt;color:#1F497D">Requestor receives notification that a ticket has been created</span><o:p></o:p></p>
<p><span style="font-size:11.0pt;color:#1F497D">3.</span><span style="font-size:7.0pt;color:#1F497D">
</span><span style="font-size:11.0pt;color:#1F497D">Technician responds to trouble request via RT, requestor receives the response</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D">Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving
notifications when the ticket is created and when it is closed.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D">Thanks,</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D">Thane</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt"> Michael Steen [mailto:<a href="mailto:michael.steen@livetext.com" target="_blank">michael.steen@livetext.com</a>]
<br>
<b>Sent:</b> Friday, March 11, 2011 4:04 PM<br>
<b>To:</b> Walkup, Thane<br>
<b>Cc:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<b>Subject:</b> Re: [rt-users] Respond on Correspond appears to not be working</span><o:p></o:p></p>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-bottom:12.0pt">Is the requestor the same person who is making the reply?<br>
<br>
By default, the $NotifyActor setting does not send correspondence to the person making the change.<br>
<br>
Best,<br>
<br clear="all">
Mike<o:p></o:p></p>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane <<a href="mailto:TWalkup@sccd.ctc.edu" target="_blank">TWalkup@sccd.ctc.edu</a>> wrote:<o:p></o:p></p>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Greetings,<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we’re running, and we’re kind
of stuck with it.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">The main problem we’re experiencing is that when people hit the “reply” button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and
closing events, but correspondence is not transmitted.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">The scrip for the queue in question (it’s actually global, we’re running a minimal system) is as follows:<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Condition: On Correspond<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Action: Notify Requestors and Ccs as Comment<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Template: Global template: Correspondence<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Stage: TransactionCreate<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">I admit a total ignorance of perl and the other “under the hood” stuff, but the issue falls on my head to fix. Any suggestions?<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Thanks,<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Thane<o:p></o:p></p>
</div>
</div>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
</div>
</div>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
</body>
</html>