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

[Michael Steen]

The scrip you created looks fine for what you are attempting to do.  I
cannot replicate the problem on my own queue with the same scrip - it works
fine over here.

On Fri, Mar 11, 2011 at 6:31 PM, Walkup, Thane <TWalkup at sccd.ctc.edu> wrote:

>  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
>
>  On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane <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]
> *Sent:* Friday, March 11, 2011 4:04 PM
> *To:* Walkup, Thane
> *Cc:* 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>
> 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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