[rt-users] To NotifyActor or not to NotifyActor ...

[Kenneth Crocker]

Blake,

I'm curious. Is there some reason a person *wouldn't* know what they were
getting when they take a ticket? I mean, I have to *SEE* the ticket in order
to take it. If I can see it, I can look at the info. So why do I need an
email to tell me I took a ticket when I'm the one that actually initiated
that act?
Also, what a person gets in that email is *up to you*. You can modify any
template to include/exclude all sorts of info when a condition triggers it.
Have you thought about having an email go *just* to the requestor when a
ticket is created and one *just* to the requestor when it is taken? You
could also create a *separate notification just* for the new owner if you *
really* think he needs it. All with different info in the template.

Just a few thoughts.

On Thu, May 13, 2010 at 6:06 PM, Blake Turner <blake at eos-3.com> wrote:

>  Hey all,
>
>
>
>                 I really wanted the content of a new ticket to be emailed
> to the user that "take"s the ticket from the queue. The only way I could
> figure to make this happen was to set NotifyActor to 1 in the Site_Config.
> But now I am running across a whole mess of stuff being set to the owner
> while they are working within a ticket that I would rather not have
> happening… replying to a requestor from the user's email account for one. I
> am just wondering if there is anyone to override this NotifyActor setting in
> a custom scrip for only this one task. Maybe something along the lines of
> setting a custom scrip to just ignore the fact that NotifyActor is set to 0
> for this particular scrip. If it is not possible, then I guess I will have
> to live with the extra emails being sent back to the owner on all of their
> correspondence, because I really need to keep the ability to have a
> requestor's initial email sent to the owner's email once they take that
> ticket.
>
>
>
> thanks in advance for any direction or wisdom !
>
>
>
> * *
>
>
>
>
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