[rt-users] Requestors recieving blank email after replying

[Ruslan Zakirov]

Are you using Oracle DB?

On Wed, Oct 22, 2008 at 9:01 AM, Darren Azman <dazman at stickk.com> wrote:
> Thanks for the response.
>
> Blank emails means that as soon as the user sends a response to our email, the user gets an auto-reply that has the same subject but a blank body other than the previous correspondence. It's just an unnecessary email the user receives each time they reply.
>
> I'm not sure what you mean by the "NotifyActor" option.
>
> Any additional thoughts?  Thanks.
>
> Darren Azman
> Director of Business Development
> stickK.com, LLC
> tel: (866) 5-stickK ex.106
> fax: (347) 584-1818
>
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: Tuesday, October 21, 2008 11:57 PM
> To: Darren Azman
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Requestors recieving blank email after replying
>
> On Wed, Oct 22, 2008 at 1:56 AM, Darren Azman <dazman at stickk.com> wrote:
>> Hi,
>>
>>
>>
>> We are having some trouble with using RT.  Here is what is happening:
>>
>>
>>
>> 1.     Customer sends in email
>>
>> 2.     Customer receives auto-reply from us
>>
>> 3.     We reply to customer
>>
>> 4.     Customer replies to our email
>>
>> 5.     Immediately after customer replies to our email, they receive a blank
>> email from us with previous correspondence
>
> I don't understand what is "a blank email with previous
> correspondence". Can you describe it more?
>
>> There are 6 scrips we use (3 global and 3 queue specific)
>
> As I understand requestor is not an AdminCc of a queue or ticket, so
> most of scrips can be eliminated from the picture:
>
>> Scrip 3
>>
>> Condition: On Correspond
>> Action: Open Tickets
>> Template: Global template: Blank
>> Stage: TransactionCreate
>>
>> Scrip 5
>>
>> Condition: On Create
>> Action: Autoreply to Requestors
>> Template: Auto Reply
>> Stage: TransactionCreate
>>
>> Scrip 6
>>
>> Condition: On Correspond
>> Action: Notify Requestors
>> Template: Correspondence
>> Stage: TransactionCreate
>
> If NotifyActor option is set to true then requestor is notified with
> his own email back.
>
>> Please let me know if more info. is necessary.
>>
>>
>>
>> Thanks!!!
>>
>>
>>
>>
>>
>> Darren Azman
>>
>> Director of Business Development
>>
>> stickK.com, LLC
>>
>> tel: (866) 5-stickK ex.106
>>
>> fax: (347) 584-1818
>>
>>
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> Best regards, Ruslan.
>
>



-- 
Best regards, Ruslan.