[rt-users] closing a ticket

[Matthias Henze]

Am 06.08.2014 11:20, schrieb Alex Peters:
> 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.

When I set "$NotifyActors" to 1 the the staff person get a notification
when he takes the ticket. The requestor does not get any auto generated
message but the initial reply for the ticket.

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

When I look at the scrips for the queue I can see the scrip for
notification on resolve.

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

RT logs when I resolve the ticket and set "Update Type" ot "Comments"
and "Status" to "resolved", as I was used to with 4.0 where the
requestor got notified that the ticket was closed :

[23619] [Wed Aug  6 09:44:09 2014] [debug]: About to prepare scrips for
transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Found 5 scrips for
TransactionCreate stage with applicable type(s) Status for txn #11167 on
ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #2 because it
isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #10 because
it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #12 because
it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #13 because
it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: About to commit scrips for
transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Committing scrip #11 on txn
#11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)
[23619] [Wed Aug  6 09:44:09 2014] [warning]: Couldn't load object
RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027)
[23619] [Wed Aug  6 09:44:09 2014] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Status for txn #11167 on
ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495)
[23619] [Wed Aug  6 09:44:10 2014] [debug]: Rendering attachment #7820
of 'text/html' type
(/opt/rt4/share/html/Elements/ShowTransactionAttachments:182)


> 
> 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
> <mailto: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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> 



-- 

MHC SoftWare GmbH
Fichtera 17                  
96274 Itzgrund/Germany   

voice: +49-(0)9533-92006-0
fax: +49-(0)9533-92006-6
e-mail: info at mhcsoftware.de

HR Coburg: B2242
Geschäftsführer: Matthias Henze