[rt-users] help getting RT to autoreply ticket to the submitter

[William F. Dudley Jr.]

On 09/12/2011 03:20 PM, Kevin Falcone wrote:
> On Mon, Sep 12, 2011 at 02:27:23PM -0400, William F. Dudley Jr. wrote:
>>
>> We want new tickets to generate an email to the submitter (who can be
>> a random email account) as well as to the normal team.
>>
>> In Tools ->  Global ->  Scrips we have:
>>
>> (script 16)	
>> Descrition: On Create
>> Stage:      TransactionCreate
>> Condition:  On Create
>> Action:     Notify Requestors and Ccs
>> Template:   Autoreply
>>
>> New ticket announcements go to the team but not to the submitter.
>>
>> What are we missing here?
>
> RT ships with an On Create Autoreply to Requestors scrip
> Did you disable that?  I suspect you're running afoul of $NotifyActor
> while testing with your Scrip.
>
> -kevin
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)

I have enabled AutoReply to the requestors for "on Create" and it
only sends to the requestor but not the CC watchers. I have confirmed
that the cc watchers user permissions (under global user rights) all
have permission to "sign up as a ticket requestor or ticket or queue Cc"

Also I have tried setting the action for On Create to "Notify
Requestors and CC's as Comment" and it has the opposite effect, it sends 
to the CC watchers but not the requestor . However when On Resolve is 
set to "Notify Requestors and CC's as Comment" and a
ticket is resolved it sends to both the requestors and CC watchers.
So why doesn’t that same action work for On create but does for On resolve?

Thanks,
Bill Dudley