[rt-users] Notifying Ticket Owners of email updates

[Michael O' Brien]

Hi Kevin, 

I currently have a script setup for the queue , but it doesn't work. 
  
Condition : On Correspond
Action    : Notify Owner 
Template : My Own
Stage     : TranscationCreate  

I just need to notify the owner of the ticket via email when the users reply to the ticket update.

Eg. 
1. A User logs the request to the helpdesk
2. The user gets a email in outlook with the ticket number
3. An RT administrator takes ownership of the ticket in the RT Request tracker tool. 
4. The RT administrator adds a reply to the ticket , which the requestor gets via email in outlook. 
5. The requestors reply's to the owners ticket update on outlook via a email. 
6. The ticket gets updated on the RT request tracker. 


 - I need the owner of the RT ticket to get the update on his outlook , so he doesn't have to log into the RT tool to check if the user updated the ticket. 


Does anyone know any way of doing this ?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: 25 January 2013 15:56
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Notifying Ticket Owners of email updates

On Fri, Jan 25, 2013 at 06:48:23AM -0800, globo wrote:
> When a ticket gets logged the requester receives a email with the 
> ticket number and also the option to reply to the email to update the request.
> 
> I need to be able to notify the owner of the ticket when the request 
> gets updated by email. Does anyone know the script or have a template 
> to allow this ?

Add a new scrip, On Correspond Notify Owner (or On Create Notify Owner).

-kevin