[rt-users] RT not notifying requestors of replies

[Jackson, Scott M]

Hello!

RT is not notifying requestors of replies.

I am able to create new tickets either from the web or via email. When a new ticket is created, email is is going out to the watchers of the queue correctly. However, when a reply is made to an open ticket, either via the web, or via email, the ticket is appended with the reply, but no email goes out to the requestor notifying him of the update.

Under Global --> Scrips "On Correspond Notify Requestors and Ccs with template Correspondence" is enabled with the default settings. All Scrips, Actions and Templates are still in their default condition.

It seems that it should be sending requestors notifications when web replies are issued or when email replies come in the action  = -correspond channel, but they aren't. Is there anything I need to do to get this to work, or are there any troubleshooting steps you would recommend?

Thank you!

Scott Jackson (Pacific Northwest National Laboratory)