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

[Kenneth Crocker]

Blake,

I think the new 3.8.8 release allows for individual override on the
NotifyActor in preferences. So, if you have users that wanted to be notified
when they did something, they could turn that on. Since the transaction is
already retained in the ticket history, most don't want the unnecessary
email, but hey, that's why they make different flavors of ice-cream. Good
luck.

Kenn
LBNL

On Fri, May 14, 2010 at 10:20 AM, Blake Turner <blake at eos-3.com> wrote:

> 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 !
> >>
> >>
> >>
> >> * *
> >>
> >>
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
>
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