[rt-users] Reply not sending email

[Matti Taina]

Does hitting "Save Changes" save the correspondence entry to the ticket 
history, though (I can't test it myself at the moment)? If that is the 
case, then your theory is indeed a possibility.

-Matti

On Thu, 5 May 2011 07:47:00 -0700, Kenneth Crocker wrote:
> 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  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
>
>
>
> Links:
> ------
> [1] mailto:matti.taina at otaverkko.fi