<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <html><head> <meta content="text/html; charset=utf-8" http-equiv="Content-Type"> </head>Thanks Michael.<br/><br/>José.<br/><br/><p>Enviado desde mi dispositivo movil BlackBerry® de Digitel.</p><hr/><div><b>From: </b> Michael Steen <michael.steen@livetext.com>
</div><div><b>Date: </b>Sun, 13 Mar 2011 11:11:29 -0500</div><div><b>To: </b><xt4mhz@yahoo.com></div><div><b>ReplyTo: </b> michael.steen@livetext.com
</div><div><b>Cc: </b>Walkup, Thane<TWalkup@sccd.ctc.edu>; <rt-users@lists.bestpractical.com></div><div><b>Subject: </b>Re: [rt-users] Respond on Correspond appears to not be working</div><div><br/></div>Thane,<br><br>Be sure to test your scrip using a requestor email address that is not the same as the email address assigned to the RT account that is making the reply. I will be interested to find out what the issue was when you uncover it!<br>
<br>José,<br><br>The right is called ShowOutgoingEmail. <br><br>Best,<br><br>Mike<br><br><br><div class="gmail_quote">2011/3/11 José Gregorio Díaz Unda <span dir="ltr"><<a href="mailto:xt4mhz@yahoo.com">xt4mhz@yahoo.com</a>></span><br>
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<div link="blue" vlink="purple" lang="EN-US">Hi Thane.<br><br>If you restart the webserver the problem still remains?<br><br>José.<br><br>P.D.: which rithts must be enabled to show the "outgoing email" messages? <br>
<p>Enviado desde mi dispositivo movil BlackBerry® de Digitel.</p><hr><div><b>From: </b> "Walkup, Thane" <<a href="mailto:TWalkup@sccd.ctc.edu" target="_blank">TWalkup@sccd.ctc.edu</a>>
</div><div><b>Sender: </b> <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>
</div><div><b>Date: </b>Sat, 12 Mar 2011 00:31:25 +0000</div><div><b>To: </b><a href="mailto:michael.steen@livetext.com" target="_blank">michael.steen@livetext.com</a><<a href="mailto:michael.steen@livetext.com" target="_blank">michael.steen@livetext.com</a>></div>
<div><b>Cc: </b><a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a>></div>
<div><div></div><div class="h5"><div><b>Subject: </b>Re: [rt-users] Respond on Correspond appears to not be working</div><div><br></div>
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<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">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?</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">Thanks,</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">Thane</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><b><span style="font-size: 10pt;">From:</span></b><span style="font-size: 10pt;"> 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 4:20 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></p>
<p class="MsoNormal"> </p>
<p class="MsoNormal" style="margin-bottom: 12pt;">Do you see "<span> 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" target="_blank">michael.steen@livetext.com</a><br>
<br>
</p>
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<p class="MsoNormal">On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane <<a href="mailto:TWalkup@sccd.ctc.edu" target="_blank">TWalkup@sccd.ctc.edu</a>> wrote:</p>
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<div>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">No.</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">Here’s the scenario I’m trying to set up:</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">1.</span><span style="font-size: 7pt; color: rgb(31, 73, 125);">
</span><span style="font-size: 11pt; color: rgb(31, 73, 125);">Requestor submits trouble request</span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">2.</span><span style="font-size: 7pt; color: rgb(31, 73, 125);">
</span><span style="font-size: 11pt; color: rgb(31, 73, 125);">Requestor receives notification that a ticket has been created</span></p>
<p><span style="font-size: 11pt; color: rgb(31, 73, 125);">3.</span><span style="font-size: 7pt; color: rgb(31, 73, 125);">
</span><span style="font-size: 11pt; color: rgb(31, 73, 125);">Technician responds to trouble request via RT, requestor receives the response</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">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></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">Thanks,</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);">Thane</span></p>
<p class="MsoNormal"><span style="font-size: 11pt; color: rgb(31, 73, 125);"> </span></p>
<p class="MsoNormal"><b><span style="font-size: 10pt;">From:</span></b><span style="font-size: 10pt;"> 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></p>
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<div>
<p class="MsoNormal"> </p>
<p class="MsoNormal" style="margin-bottom: 12pt;">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</p>
<div>
<p class="MsoNormal">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:</p>
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<div>
<p class="MsoNormal">Greetings,</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">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.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">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.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">The scrip for the queue in question (it’s actually global, we’re running a minimal system) is as follows:</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Condition: On Correspond</p>
<p class="MsoNormal">Action: Notify Requestors and Ccs as Comment</p>
<p class="MsoNormal">Template: Global template: Correspondence</p>
<p class="MsoNormal">Stage: TransactionCreate</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">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?</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Thanks,</p>
<p class="MsoNormal">Thane</p>
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</div>
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<p class="MsoNormal"> </p>
</div>
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</div>
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<p class="MsoNormal"> </p>
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