[rt-users] Not receiving alerts when requester responds to help at support.domain.com

Kevin Falcone falcone at bestpractical.com
Mon Nov 3 17:08:25 EST 2014


On Wed, Oct 22, 2014 at 10:24:07AM -0700, advansuper wrote:
> This system has been in place and setup by another user previously, however,
> when a requester responds to just help at support.domain.com the ticket owner
> or the tech responding to the ticket does not get any email alerts of
> replies directly to that ticket from a requester. 

> So I'll respond to a ticket via email, attach help at support.domain.com to log
> my response and the requester receives the email, but when they only respond
> to help at support.domain.com I do not get a notification unless they CC me
> directly.

You can make people automatically own tickets they respond to using
something like

https://metacpan.org/pod/RT::Action::AssignUnownedToActor

Which is a generalization of the code that we use on our own RT

-kevin
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