When you say you tested with some owned by you and some owned by others...if you comment on a ticket owned by yourself, you won't get an e-mail. If you comment on a ticket where you are the requestor, you won't get an e-mail.
If you DO want this then you have to change your site config file to include: Set($NotifyActor, 1); If the above does not apply to you (you weren't the owner or requestor of the ticket when you commented on it), then its time to check those logs ;-) From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sarah Pomerantz Sent: Thursday, May 31, 2007 1:29 PM To: [email protected] Subject: [rt-users] Global scrip modification - action failing 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. I have granted all rights to the role "Owner" Globally. I have also made sure that the UserId of the Owner is Privileged. 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] -------------------------------------------------------------------- This Electronic message contains information from CompuPay which may be privileged. The information is intended to be for the use of the addressee only. If you are not the addressee, or the employee or agent responsible to deliver it to the intended recipient, note that any disclosure, copy distribution or use of the contents of this message is prohibited. If you have received this Electronic Message in error, please promptly notify the sender by return e-mail. For more information regarding our company please visit www.compupay.com http://www.compupay.com/
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