Sarah,
What kind of privileges have you granted to the role "Owner", Globally
and by Queue? Are the UserID's of said owners Privileged or
Unprivileged? You cannot grant privileges to a UserId if the UserId is
Unprivileged.
Kenn
LBNL
Sarah Pomerantz wrote:
Hello,
We want to configure the RT notification system so that any comments on
a ticket are emailed to the owner of the ticket.
To do this, we modified the default scrip #8 (On Comment Notify Admin
CCs as Comment with template Admin Comment). Now the settings for this
scrip are:
Description: Owner Comment Notification
Condition: On Comment
Action: Notify Owner
Template: Global template: Admin Comment
Stage: Transaction Create
However, I have commented on existing and new tickets (some owned by me,
some owned by others) and no notification was generated.
Furthermore, when I use the RT interface to Comment on a ticket, I do
not see the appropriate "This message will be sent to... On Comment
Notify Owner with template Admin Comment" notification setting. The only
scrip listed under "This message will be sent to..." is the default
scrip #9, "On Comment Notify Other Recipients as Comment with template
Correspondence".
We are using RT 3.6.3. I am a relatively new RT user so please advise if
I have overlooked a resource in trying to troubleshoot this issue. I
have already looked through the O'Reilly RT Essentials book, as well as
the RT Wiki and the rt-user mailing list archive.
Thank you,
Sarah Pomerantz
[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
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