[rt-users] Fickle owner changes

Drew Barnes barnesaw at ucrwcu.rwc.uc.edu
Thu Feb 9 15:59:41 EST 2006

# service httpd stop
# rm -rf rt_dir/var/mason_data/*
# service httpd start

Jonathan Godbeer wrote:
> Well, after a bit more reading I managed to get into and edit the config file. NotifyActors was set to 0 and I changed it to 1. It still will not send after I take ownership.
> Now since I changed the config file, will I need to restart RT for it to take effect? And if so, how do I go about that? Regrettably, I was not the one to set this system up and the one who did is gone =\
> I'll keep poking through the FAQ/Manual for an answer.
> Thanks for the help thus far.
> -----Original Message-----
> From: Stephen Turner [mailto:sturner at MIT.EDU]
> Sent: Thursday, February 09, 2006 1:15 PM
> To: Jonathan Godbeer; Schultz, Eric; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Fickle owner changes
> At Thursday 2/9/2006 03:02 PM, Jonathan Godbeer wrote:
>> I have that part complete. My template sends a form with information from 
>> the ticket. That works. It has been the process of establishing a 
>> condition to send it under that has been the hassle.
>> Initially I tried to send it on owner change, which works sometimes. The 
>> only time it doesnt work is when the original ticket requestor assigns the 
>> ticket to themself. This tends to be the case quite often, so in order to 
>> print out the form, we would have to have someone else assign the ticket 
>> we created to us...kind of awkward.
> Jonathan,
> I think you were on the right track with your first attempt, using the On 
> Owner Change condition. Bear in mind that if you have the config variable 
> NotifyActor set to 0, you will not get notified of your own updates - this 
> may be why  the mail isn't being sent to you when you take the ticket.
> http://wiki.bestpractical.com/index.cgi?FAQ under Mailgate gives more info. 
> It implies that Autoreply actions WILL send mail regardless of the 
> NotifyActor setting, so perhaps if you could create an "Autoreply to Owner" 
> action, it would do what you want.
> Steve 
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Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

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