[rt-users] Transaction notifications to ticket Owner

[Kenneth Crocker]

Jerrad,


	I'm not sure what you got out of the box or if someone deleted a global 
scrip, but I'll walk you thru it. By the way, There are may 
installations (like ours) that do not want all sorts of Email filling up 
their inbox, so we have kept our Global notifications to a minimum and 
set them up on a queue by queue basis. To set up a "global" notification 
scrip navigate thus: Configuration->Global->Scrips. Enter a name for the 
scrip like "Notify Owner on Correspondence". On the condition line 
select "On Correspond" and for the action, select "Notify Owner" (as 
opposed to "Notify Owner as comment". The latter will leave the 
correspondence in the history, but no Email sent out). Then select a 
template (like Global: Correspondence) and then hit create.
	Try to keep in mind that RT gives each installation the ability to do 
all sorts of customization and the "built-in" stuff (like Email 
notifications) is kept to a minimum. If you have any trouble with this, 
let me know. Hope this helps.


Kenn
LBNL

On 1/26/2009 4:27 PM, Jerrad Pierce wrote:
> Is there some reason RT doesn't automatically notify owners of correspondence
> (and comments if they have ACLs) out of the box? I checked the list archives,
> and there're some comments about rolling your own scrips, but that's not very
> intuitive. There's very little in the book either (a table entry in
> the CSR example).
> Worse, it sounds like a PITA to do yourself if you (reasonably) want to avoid
> potential duplicate notices.
> 
> I've been looking at the "Scrips an Recipients" box, but it never
> really stuck that the
> owner wasn't listed; because, really, why wouldn't he be notified?? I
> just checked
> our 3.8.1 installation, and the owner definitely does not receive
> messages, contrary
> to DWIMmery. This would, incidentally, explain why our apparently unresponsive
> consultant is unresponsive...
> 
> --shocked in awe