[rt-users] Resolve not sending "Message" to requestors

[Gene LeDuc]

Hi All,

My RT setup is v3.6.3 with all global scrips disabled.  The queue I'm 
working in has a scrip that fires when Status eq 'resolved' and the action 
is to Notify Requestors with a boilerplate e-mail telling the requestor 
that it was resolved and who resolved the ticket.

I have a ticket, Status = 'open'.  I view the ticket and click on the 
Resolve link at the end of the menu bar.  A message screen opens with 
Status set to 'resolved' and "Update Type" set to "Comments (Not sent to 
requestors)".  The Cc and Bcc fields are empty.  In the lower part of the 
screen are 2 informational messages: "This message will be sent to..." and 
Messages about this ticket will not be sent to..." - neither of these 
message has anything listed below it.

Ok.  I want to resolve this ticket and type in a message that should be 
sent to the requestor in addition to (or instead of) the one that gets sent 
by the above scrip.  So I change "Update Type" to "Reply to requestors", 
type my message into the "Message" field, and click on "Update Ticket".

The ticket updates and the Results list says:
   - Message recorded
   - Ticket 407: Status changed from 'open' to 'resolved'

The History shows
   gleduc - Correspondence added  (with the text of what I wanted sent in 
the 'resolved' mail)
   gleduc - Status changed from 'open' to 'resolved'
   RT_System - Outgoing email recorded  (this is the mail from my scrip)

The only message that is sent is the one from my scrip.  The text that I 
entered at the message screen (with Reply to requestors selected) gets 
added to the ticket as correspondence instead of being mailed to the requestor.

What do I need to do in order to get the message that is entered on the 
'Resolve' screen sent to the requestor?  When I look in the Transactions 
table of the rt3 database, all I see are entries for the 3 "History" 
entries.  The usual case is for tickets to be resolved with no comments (by 
an "OK" e-mail from the ticket owner), so how do I know that _this_ time 
there's additional info (the Correspondence) that I need to include in the 
close-out e-mail to the requestor?

Thanks,
Gene




-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University