-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1
On 2007-Dec-06, at 13:21, Kenneth Crocker wrote:
Matt,
Navigate to Congifuration>Global>Scrips and tell me what scrips
are listed. Then, navigate to Congifuration>Queues>(select the
queue we are discussing)>Scrips and tell me what scrips are listed.
That will give us a good start on finding out what is going on.
Sorry.. to be more specific, I meant to say that I wouldn't know how
to debug malfunctioning scrips. Figuring out which ones are there
and *should* be doing things is pretty straight-forward.
Having gone to do that, It's starting to look to me like our problem
is a combination of two things:
1) Incorrect assumptions about the default behaviour of the CC field
2) Inconsistent use of CC and AdminCC by my users (and imprecise
problem reporting)
I've been a bit more direct in my questioning of users, and dug
around a bit more, and here's what I've found:
It seems that my interpretation of the default "On
{Comment,Correspond} Notify Other Recipients as.." scrips was wrong
- -- I'd assumed "Other Recipients" would include CC'd users, and it
looks like it doesn't. Does that sound correct to you?
On top of that, my users seem to be trying to use CC and AdminCC
interchangeably, resulting in inconsistent behaviour with regard to
mail going out (which might be my fault since I wasn't even clear on
the difference).
I think the "fix" here might simply be writing up some simple process
for the developers/testers to follow.
Thanks for the pointers!
Matt
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.6 (Darwin)
iD8DBQFHWEX2mFeRJ0tjIxERAitvAJ90TSHh+3zmpmgaU9yqNhs0D2jF4gCfZS28
d+FB9Z4eHju9WgmNZAG7wYY=
=YYGL
-----END PGP SIGNATURE-----
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch today.
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
