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

[Blake Turner]

Ken,

The reason that I Ned to owner to get an email is so that they can respond to the ticket directly from their email client, rather than via the RT web console.

In regards to the template email to the owner that takes a ticket: I was unable to get that to work with out enabling the NotifyActor. I assumed because the user that is taking ownership is actually performing the action. I would definately be able to do what I need if I could get a " when someone takes a ticket" scrip to actually send an email template out to the new owner.

Kenneth Crocker <kfcrocker at lbl.gov> wrote:

>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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