[rt-users] Urgent problem

[Steve Poirier]

Hello David,

We have this 2 scritps in RT2 and maiby it does what you want:

- OnCorrespond AutoreplyToRequestors FollowupTemplate
- OnCreate AutoreplyToRequestors Autoreply

FollowupTemplate is of course a customized template but you can choose the
default correspondance template.

Our followupTemplate looks like this:

>>
Subject: {$Ticket->Subject}

Hi,

You're receiving this as an update regarding request #{$Ticket->id()}.

Summary:
-------------------------------------------------------------------------
{$Transaction->Content()}
<<

and {$Transaction->Content()} display the content of your reply
This rule will also send this template to a user that reply to a ticket.
Summary will be what he wrote.

__
Steve Poirier
Project manager
Inet-Technologies inc.

----- Original Message -----
From: "David C. Troy" <dave at toad.net>
To: "Billy Gunn" <billy.gunn at porivo.com>
Cc: <rt-users at lists.fsck.com>
Sent: Tuesday, August 07, 2001 12:29 PM
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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