[rt-users] turning off automated e-mails

Sharon.Belliveau at frb.gov Sharon.Belliveau at frb.gov
Thu Nov 17 09:53:49 EST 2011

Tom -

When we started using RT (3.6?), we set the template to 'Blank' for all
scrips until we figured out which messages we did want to send.  We then
enabled the On Resolve, Reply to Requestors. Drawback: no silent resolve.

We briefly tried a user-defined scrip for a silent resolve. The scrip was
tied to Custom Field called "Reply to Requestors?".  See the RT wiki for
how to implement this:

We are moving to RT 4 shortly and plan to enable scrips that will send
email for Reply and Comments.  RT 4 has a 'Recipients' box on top of the
page for updating ticket. This box contains a check list of those whose
role allows them to receive the current Reply or Comment.  One can silently
add comments by unchecking names. After we move to RT 4, we will disable
scrip that sends a reply to requestors when the ticket is resolved. Folks
can post a Reply when resolving at ticket if they'd like to send
information to the Requestor.

Sharon Belliveau
Federal Reserve Board

Subject: Re: [rt-users] turning off automated e-mails

Also, you can disable ALL the Global notification scrips and just create
what you want at the Queue level.

The option to select whether you want an email to go out, with the default
being NO, is not there, that I know of. However, if it is really that
important, ask BP what it would cost to modify your version for you.


On Tue, Nov 15, 2011 at 7:45 AM, Giuseppe Sollazzo
<gsollazz at sgul.ac.uk>wrote:

> Hash: SHA1
> Hi Tom,
> there's a much simpler way of dealing with it: I guess you want to
> have a look at Scrips and Templates.
> You can disable some of them. For example, Autoreply is the one
> triggered when a ticket is created, Correspond is the one triggered
> for any other reply except for a ticket resolution, Resolved is the
> resolution.
> Possibly, you want to leave just Autoreply and Resolved as active.
> Giuseppe
> On 15/11/11 15:24, Tom Hansen wrote:
> >
> > I am new to RT but I have done extensive searching on this and
> > have not found what I am looking for. So, apologies if this is an
> > FAQ that I have somehow missed.
> >
> > Basically, I want to set up RT4 so that it will only send e-mails
> > upon explicit request. No e-mails on ticket creation, no e-mails
> > on status change, no e-mails on adding comments/replies.
> >
> > I would just like, on every reply/comment, to have an "e-mail
> > this" option so that an admin can very simply choose at the time
> > of entering a reply or comment, to actually send as an e-mail.
> > The DEFAULT would always be to NOT send any e-mails to anyone, and
> > even if you choose to update a requestor on a particular reply or
> > comment, I don't want that action to "turn on the faucet" for that
> > user- I want the default to always be NO E-MAIL.
> >
> > Why is this? Because I know that my user base would be irritated
> > by such e-mails. I know I am when I get automated replies like
> > "Your ticket #7546564 has been received. Our next available tech
> > will respond." It's like calling an 800 number and getting the
> > infamous "your call is very important to us. Please hold and your
> > call will be answered in the order it was received."
> >
> > I ultimately would like the user to receive usually just one
> > e-mail when the ticket is closed, consisting of a personal message
> > from one of us that also gets recorded in RT. That's it. And even
> > that should be optional. Even if the problem had to be bounced
> > between two techs, escalated, placed on hold for a day pending
> > response from the vendor, before finally being resolved by a third
> > tech, and the manager. I just don't want the user going on that
> > roller-coaster ride with us unless they want to, and then we would
> > only want to manually send out those pieces of information that we
> > explicitly choose to share, at the time that we want to share it.
> >
> > I don't want RT sending out ANY e-mails automatically, EVER.
> >
> > But I still want the capability to manually choose to send any
> > reply/comment from RT to a user if need be. But only on explicit
> > manual request from the admin entering the information into RT.
> >
> > This sounds like such a simple, obvious scenario, yet I find
> > support for it nowhere. Must I spend a week learning the internals
> > of RT and write my own extension, to just set it so that it will
> > only send e-mails manually?
> >
> >
> > For now I have implemented a quick fix to allow me to use RT: I
> > inserted an "exit" statement into the top of the Perl code routine
> > that sends e-mails -- it was the top recommendation on the wiki --
> > and then I went in and, via a custom callback I got from the Wiki,
> > suppressed the listing of those numerous "e-mail sent" entries
> > that pollute the ticket history. But this solution means that I'm
> > forever copying and pasting to and from e-mails to users. Which
> > is fine, it's doable. But why does it need to be so hard to just
> > turn off automatic e-mailing from RT?
> >

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