Ben,
3b will only happen if you have a scrip that "On Correspond" will
"Notify Requestor" with the template you pick (probably Global template:
Correspondence). #1 thru 3a should happen as you described. Also, in
order for an owner to get any kind of correspondence you must, of
course, have a privileged userid assigned as owner of the ticket, and
also a scrip that "On Correspond" will "Notify Owner" with GLobal
template: Correspondence. That should do it.
Kenn
LBNL
Ben Ruset wrote:
The only template that I have changed was just the autoreply one, and
that was just slight rewording.
Am I right in assuming that the workflow of tickets should work like
this:
1. User sends a helpdesk request
2. RT sends an autoresponse
3. User can send a reply back to RT with the [Blah #XXX] number in the
subject
3a. RT will attach their correspondance to the ticket (shows in the web
UI)
3b. RT will send an autoresponse back to the requestor
What I am seeing is that 3b. is not working. Also, I would assume that
RT should send an email to the ticket owner to let them know that there
has been an update to the ticket. In my case, that's not happening.
If it helps diagnose, I can post the output of any log entry or config
file. Everything *looks* like it should work, but for whatever reason,
it's not.
Ben Ruset
IT Manager, GridApp Systems
email: [EMAIL PROTECTED]
tel: 646-452-4042
web: http://www.gridapp.com
-----Original Message-----
From: Kenneth Crocker [mailto:[EMAIL PROTECTED]
Sent: Thursday, February 22, 2007 1:32 PM
To: Ben Ruset
Cc: Matthew Keller; [email protected]
Subject: Re: [rt-users] No recipients found. Not sending.
Ben,
If there is a problem with the template, I don't believe the
E_mail will be sent. The only other thing I can think of is if the
UserId for the owner is NOT a privileged user and you have not allowed
unprivileged users to get mail. Hope this helps.
Kenn
LBNL
Ben Ruset wrote:
In this particular case, yes. However the problem happens when when
the requestor and owner are different people.
I am not using any custom conditions or actions either. Everything
(apart from a customized template or two, and the LDAP overlay) is
bone stock.
Ben Ruset
IT Manager, GridApp Systems
email: [EMAIL PROTECTED]
tel: 646-452-4042
web: http://www.gridapp.com
-----Original Message-----
From: Matthew Keller [mailto:[EMAIL PROTECTED]
Sent: Thursday, February 22, 2007 10:50 AM
To: Ben Ruset
Cc: [email protected]
Subject: Re: [rt-users] No recipients found. Not sending.
Is the requestor and the owner the same person? Are you using custom
conditions or actions? If so can you post them please?
On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote:
I recently setup RT and for the most part am loving it. I have been
bitten by a nasty bug.
I have RT set to authenticate users via LDAP. This is working with no
problem. A user can create a ticket via email and be emailed back an
autoresponder.
The problem is, if they add a comment to the ticket, it gets added to
the ticket but no auto response gets sent back out to the user. I
also
created a scrip to notify the ticket owner if there is a comments on
the ticket. In those cases I am getting the following errors in my RT
log:
[Thu Feb 22 14:49:36 2007] [info]:
<[EMAIL PROTECTED]> #36/430 - Scrip 5
(/opt/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Feb 22 14:49:36 2007] [info]:
<[EMAIL PROTECTED]> No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
[Thu Feb 22 14:49:36 2007] [info]:
<[EMAIL PROTECTED]> #36/430 - Scrip 6
(/opt/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Feb 22 14:49:36 2007] [info]:
<[EMAIL PROTECTED]> No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
[Thu Feb 22 14:49:36 2007] [info]:
<[EMAIL PROTECTED]> #36/430 - Scrip 7
(/opt/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Feb 22 14:49:36 2007] [info]:
<[EMAIL PROTECTED]> No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
[Thu Feb 22 14:49:36 2007] [info]:
<[EMAIL PROTECTED]> #36/430 - Scrip
16
(/opt/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Feb 22 14:49:36 2007] [info]:
<[EMAIL PROTECTED]> No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
Scrip 16 is the one to notify the ticket owner if the requestor has
updated the ticket.
This is RT 3.6.3, running on CentOS 4.4 32 bit.
Ben Ruset
IT Manager, GridApp Systems
email: [EMAIL PROTECTED]
tel: 646-452-4042
web: http://www.gridapp.com
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Commercial support: [EMAIL PROTECTED]
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