[rt-users] Global scrip modification - action failing

[Sarah Pomerantz]

Hello,

We want to configure the RT notification system so that any comments  
on a ticket are emailed to the owner of the ticket.

To do this, we modified the default scrip #8 (On Comment Notify Admin  
CCs as Comment with template Admin Comment). Now the settings for  
this scrip are:

Description: Owner Comment Notification
Condition: On Comment
Action: Notify Owner
Template: Global template: Admin Comment
Stage: Transaction Create

However, I have commented on existing and new tickets (some owned by  
me, some owned by others) and no notification was generated.

I have granted all rights to the role "Owner" Globally. I have also  
made sure that the UserId of the Owner is Privileged.

Furthermore, when I use the RT interface to Comment on a ticket, I do  
not see the appropriate "This message will be sent to... On Comment  
Notify Owner with template Admin Comment" notification setting. The  
only scrip listed under "This message will be sent to..." is the  
default scrip #9, "On Comment Notify Other Recipients as Comment with  
template Correspondence".

We are using RT 3.6.3. I am a relatively new RT user so please advise  
if I have overlooked a resource in trying to troubleshoot this issue.  
I have already looked through the O'Reilly RT Essentials book, as  
well as the RT Wiki and the rt-user mailing list archive.

Thank you,
Sarah Pomerantz
sarah at bottlenose-wine.com



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