[rt-users] Urgent problem

[David C. Troy]

OK -- seems like the deal is that it sends the correspondence to the
requestor if the requestor is not the owner or another RT user.  Is this
maybe a function of loop detection/blocking?

Makes it hard for our admins to test...

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, Taylor, Bryant wrote:

> 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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