<div dir="ltr">What's the numeric ID of the scrip responsible for emailing requestors when a ticket is resolved, and what is its configuration?</div><div class="gmail_extra"><br><br><div class="gmail_quote">On 6 August 2014 19:51, Matthias Henze <span dir="ltr"><<a href="mailto:lists@mhcsoftware.de" target="_blank">lists@mhcsoftware.de</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">Am 06.08.2014 11:20, schrieb Alex Peters:<br>
<div class="">> By default, RT_Config variable $NotifyActors is set to a false value,<br>
> which means RT doesn't send mail to the person that initiated the<br>
> action. If you're resolving a ticket and you're one of the requestors,<br>
> you won't receive email in this scenario.<br>
<br>
</div>When I set "$NotifyActors" to 1 the the staff person get a notification<br>
when he takes the ticket. The requestor does not get any auto generated<br>
message but the initial reply for the ticket.<br>
<div class=""><br>
> If that's not the problem, is the relevant scrip applied to the correct<br>
> queues?<br>
<br>
</div>When I look at the scrips for the queue I can see the scrip for<br>
notification on resolve.<br>
<div class=""><br>
> If that's not the problem, what does RT's debug log report when you<br>
> resolve a ticket?<br>
<br>
</div>RT logs when I resolve the ticket and set "Update Type" ot "Comments"<br>
and "Status" to "resolved", as I was used to with 4.0 where the<br>
requestor got notified that the ticket was closed :<br>
<br>
[23619] [Wed Aug 6 09:44:09 2014] [debug]: About to prepare scrips for<br>
transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187)<br>
[23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 5 scrips for<br>
TransactionCreate stage with applicable type(s) Status for txn #11167 on<br>
ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495)<br>
[23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #2 because it<br>
isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353)<br>
[23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #10 because<br>
it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)<br>
[23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #12 because<br>
it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353)<br>
[23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #13 because<br>
it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)<br>
[23619] [Wed Aug 6 09:44:09 2014] [debug]: About to commit scrips for<br>
transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210)<br>
[23619] [Wed Aug 6 09:44:09 2014] [debug]: Committing scrip #11 on txn<br>
#11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)<br>
[23619] [Wed Aug 6 09:44:09 2014] [warning]: Couldn't load object<br>
RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027)<br>
[23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 0 scrips for<br>
TransactionBatch stage with applicable type(s) Status for txn #11167 on<br>
ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495)<br>
[23619] [Wed Aug 6 09:44:10 2014] [debug]: Rendering attachment #7820<br>
of 'text/html' type<br>
(/opt/rt4/share/html/Elements/ShowTransactionAttachments:182)<br>
<div class=""><br>
<br>
><br>
> The "on resolve" condition only matches when a ticket is set to<br>
> "resolved." The "on close" condition matches when a ticket is set to an<br>
> "inactive" status (which in a default RT configuration is "resolved" or<br>
> "rejected").<br>
><br>
><br>
> On 6 August 2014 18:03, Matthias Henze <<a href="mailto:lists@mhcsoftware.de">lists@mhcsoftware.de</a><br>
</div><div class="">> <mailto:<a href="mailto:lists@mhcsoftware.de">lists@mhcsoftware.de</a>>> wrote:<br>
><br>
> Hi,<br>
><br>
> when I close a ticket no mail is sent out to the requestor. I've checked<br>
> that there is a scrip "On Resolve Notify Requestors" with the condition<br>
> "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How<br>
> to fix this?<br>
><br>
> An other question: What is the difference between "on resolve" and "on<br>
> close" in the condition drop down field?<br>
><br>
> TIA<br>
> Matthias<br>
><br>
><br>
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