[rt-users] RT not sending emails to owners for specific queue

[Justin Hayes]

RT 3.6.8

I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the  CreateTicket and ReplyToTicket rights.

The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights.

I have the standard scrip that emails owners on ticket reply. This works fine for all other queues.

However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip?

Any suggestions welcome.

Justin

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Justin Hayes
OpenBet Head of Support
justin.hayes at openbet.com
+44 (0)20 8987 0715
+44 (0)7808 772 059