[rt-users] closing a ticket

Alex Peters alex at peters.net
Wed Aug 6 05:20:58 EDT 2014


By default, RT_Config variable $NotifyActors is set to a false value, which
means RT doesn't send mail to the person that initiated the action.  If
you're resolving a ticket and you're one of the requestors, you won't
receive email in this scenario.

If that's not the problem, is the relevant scrip applied to the correct
queues?

If that's not the problem, what does RT's debug log report when you resolve
a ticket?

The "on resolve" condition only matches when a ticket is set to "resolved."
 The "on close" condition matches when a ticket is set to an "inactive"
status (which in a default RT configuration is "resolved" or "rejected").


On 6 August 2014 18:03, Matthias Henze <lists at mhcsoftware.de> wrote:

> Hi,
>
> when I close a ticket no mail is sent out to the requestor. I've checked
> that there is a scrip "On Resolve Notify Requestors" with the condition
> "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How
> to fix this?
>
> An other question: What is the difference between "on resolve" and "on
> close" in the condition drop down field?
>
> TIA
> Matthias
>
>
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