[rt-users] Reply not sending email

[Kenneth Crocker]

Matti,

I would go over instructions with them that when they want email to go
"out", they should NOT hit "Save Changes", but to hit "Update Ticket". It
sounds to me like they got confused as to which one to hit.

Kenn
LBNL

On Thu, May 5, 2011 at 3:08 AM, Matti Taina <matti.taina at otaverkko.fi>wrote:

> Hi everyone.
>
> I tried googling for this for a while, so I hope it's not something as
> trivial as R'ing TFM.
>
> What could be the cause for RT not sending email when replying to a ticket?
> What happened is, that a helpdesk person was trying to reply to a ticket
> several times, but only on their third try RT sent out the actual email
> message and printed "Outgoing email recorded" on the ticket history. The
> first two trys only resulted in the correspondence entry being printed on
> the ticket history, but no email was sent and no message of outgoing email
> was printed. The helpdesk person says that every try was identical and no
> changes were made on the reply page, other than a change in ticket status
> (between stalled and open).
> The RT version is 3.8.8.
>
> Thanks in advance,
> Matti
>
>
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