[rt-users] no email when an approval is created

Bill Gunter bgunter at arcsystems.com
Mon Feb 20 17:17:14 EST 2006

The scrips and templates all look fine. The outgoing email scrip depends
on the ticket being open, so I changed the "manager-approval"
Create-Ticket template to set "Status: Open" but now the approval
tickets are being created with Nobody as the owner. If I go into the
ticket and try to set the Owner manually only I am in the list of
candidates (I have global SuperUser rights). So, my guess is that I am
the only user who can have open tickets in the ___Approvals queue but I
have no idea why.

Again, the field Disabled = '2' for the ___Approvals queue. I assume any
value other than '0' hides this queue, but what does '2' do?

On Mon, 2006-02-20 at 15:46 -0600, Jason Fenner wrote:
> Check your scrips and templates.  Make sure there is an action
> defined  
> to send out a email.
> Bill Gunter wrote:
> >I've configured a queue to create approvals in the default  
> >"___Approvals" queue with this template: 
> > 
> >===Create-Ticket: manager-approval  
> >Subject: Approve change management request for  
> >{$Tickets{'TOP'}->Subject}  
> >Depended-On-By: TOP  
> >Queue: ___Approvals   
> >Type: approval  
> >Owner: manager  
> >Content: Please review and approve this request.  
> > 
> >The approval is created and owned by "manager," but manager never  
> >receives an email. No record of an email being sent is in the
> approval  
> >ticket history. Why aren't emails being generated? Does it have 
> >something to do with the strange value ("2") for the "Disabled"
> field 
> >for this queue? 
> > 
> >Thanks. 
> > 
> >   
> >
Bill Gunter 
Assistant Director of Information Systems 
ARC Systems 
P: 512.358.5377 
F: 512.892.5552 

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