[rt-users] Respond on Correspond appears to not be working

[Walkup, Thane]

Good point, I am only seeing the "outgoing email recorded" message on ticket creation and closure. I thought the "On Correspond" event logged correspondence submitted via the web interface; was I wrong?

Thanks,
Thane

From: Michael Steen [mailto:michael.steen at livetext.com]
Sent: Friday, March 11, 2011 4:20 PM
To: Walkup, Thane
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Do you see " Outgoing email recorded" at the bottom of the ticket when you reply (assuming you have the right)?  Is anyone in the To: field there?

Mike Steen
Desktop and Customer Support Specialist
LiveText, Inc.
michael.steen at livetext.com<mailto:michael.steen at livetext.com>

On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane <TWalkup at sccd.ctc.edu<mailto:TWalkup at sccd.ctc.edu>> wrote:
No.

Here's the scenario I'm trying to set up:


1.       Requestor submits trouble request

2.       Requestor receives notification that a ticket has been created

3.       Technician responds to trouble request via RT, requestor receives the response

Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving notifications when the ticket is created and when it is closed.

Thanks,
Thane

From: Michael Steen [mailto:michael.steen at livetext.com<mailto:michael.steen at livetext.com>]
Sent: Friday, March 11, 2011 4:04 PM
To: Walkup, Thane
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Is the requestor the same person who is making the reply?

By default, the $NotifyActor setting does not send correspondence to the person making the change.

Best,

Mike
On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane <TWalkup at sccd.ctc.edu<mailto:TWalkup at sccd.ctc.edu>> wrote:
Greetings,

Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we're running, and we're kind of stuck with it.

The main problem we're experiencing is that when people hit the "reply" button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted.

The scrip for the queue in question (it's actually global, we're running a minimal system) is as follows:

Condition: On Correspond
Action: Notify Requestors and Ccs as Comment
Template: Global template: Correspondence
Stage: TransactionCreate

I admit a total ignorance of perl and the other "under the hood" stuff, but the issue falls on my head to fix. Any suggestions?

Thanks,
Thane


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