[rt-users] No reply to requestors on resolve, even if chosen

[Robert Munsch]

Postfix actually, but I don't see how: autoreplies on create *are* going out as per my scrip, and like I said, AdminCCs go out correctly on resolve.  The Requestor just never gets a copy on resolve, even if I choose it from the dropdown, and there's no attempt to do so: RT apparently thinks it shouldn't.

 

I altered the built-in reply on resolve scrip.  Does it use this to send that reply?  By 'altered' I apparently mean 'broke.'

 

------------------------

Rob Munsch

IT Administrator

http://www.PhillyCarShare.org <http://www.PhillyCarShare.org> 

Our wheels.  Your freedom.

215-730-0988 x131

________________________________

From: Eliezer E Chávez [mailto:eliezer.chavez at gmail.com] 
Sent: Wednesday, December 17, 2008 6:38 PM
To: Robert Munsch
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] No reply to requestors on resolve, even if chosen

 

could be sendmail?

On Wed, Dec 17, 2008 at 4:11 PM, Robert Munsch <Munsch at phillycarshare.org> wrote:

I can't seem to get a reply sent out to requestors when a ticket is Resolved.  The dropdown defaults to Comment, yes, but even when I choose Reply To <any combo>, Requestor doesn't get it.  Others do: Admincc, frex, gets notified when I choose 'requestors and Adminccs," but Requestor doesn't.

 

I tried scrip'ing it two different ways, but there doesn't seem to be a transaction type of 'resolve' and checking for ticket status didn't seem to work, since at the time it's checked, it isn't resolved yet.

 

I need to scrip it, because I have an exception list of automated systems that should never get any messages of any kind.  For ticket creation, I'm using

http://wiki.bestpractical.com/view/OnCreateAutoReplyException

and tried modifying that to make a OnResolve scrip: but that's when I ran into the dual edge of no-resolve-transaction / not-resolved-status.

 

Any ideas?

 

------------------------

Rob Munsch

IT Administrator

http://www.PhillyCarShare.org <http://www.PhillyCarShare.org> 

Our wheels.  Your freedom.

215-730-0988 x131

 


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