[rt-users] Urgent problem

[Taylor, Bryant]

Hmm, funny thing about that... I just setup the global script to handle all
my responses either auto, or corrosponeds and resolve and they all work
find.  I did notice however that if you have any global scripts for email
responses setup and you also have queue scripts setup for email responses
that you will run into all kinds of problems...  this one being the one I
encounterd yesterday...



-----Original Message-----
From: David C. Troy [mailto:dave at toad.net]
Sent: Tuesday, August 07, 2001 9:29 AM
To: Billy Gunn
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] Urgent problem



Hm -- OK -- this doesn't seem to be changing anything.  I'm not talking
about echoing correspondence received by mailgate from an owner being
echoed out to requestors -- I think that's what you're talking about.

What I'm talking about is clicking on Reply in the Web UI; right now,
despite the fact that "Update Type: Response to Requestors" is what's in
the "Update ticket" window, no response is sent to the requestors.

Can someone confirm that this is abnormal behavior?  Seems really
unintuitive that "response to requestors" would ever not send mail to
requestors.

Dave

=====================================================================
David C. Troy   [dave at toad.net]                   410-544-6193 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net

On Tue, 7 Aug 2001, Billy Gunn wrote:

> I had the same issue.  Replies are not configured by default.  You need to
> create a scrip to reply for each queue. The neccesary scrip might look
like:
>
> OnCorrespond NotifyRequestors with template
>
> Cheers,
> Billy
>
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of David C. Troy
> Sent: Tuesday, August 07, 2001 10:12 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Urgent problem
>
>
>
> Hey all --
>
> It just came to my attention that my 2.0.4 RT installation is not sending
> mail to requestors that is entered in via the web interface.  That is:
>
>  - Requestor sends mail to queue
>  - Ticket is opened, autoreply scrip is executed
>  - Staff chooses "reply" from Web GUI, enters msg
>  - Msg is recorded in DB but not sent to requestor via sendmail
>
> Path to sendmail seems to be right; mail from this machine to same
> requestors work OK.  Have not tried 'sendmailpipe' options mostly because
> I don't know what that is and have wanted to stick to simplicity first.  I
> don't see any logs on what may or may not be happening.
>
> This is RH 7.1 with sendmail 8.11.2.
>
> Other small question: when RT autoreplies, it uses 'RT' as the gecos name
> -- can that be changed to something else?  If so, where?
>
> Thanks,
> Dave
>
> =====================================================================
> David C. Troy   [dave at toad.net]                   410-544-6193 Sales
> ToadNet - Want to go fast?                        410-544-1329 FAX
> 570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>


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