Hi Robert,
If you are both the requestor and the person who resolves the ticket, by
default you won't get an e-mail. By default, RT never (except for
autoreply) sends the person who does the transaction an e-mail because it
assumes you know what you did. To change this behavior, set the
NotifyActor variable in your RT_Siteconfig file to 1 and restart your web
server.
I you are testing this with a ticket where the resolver and requestor are
different, then there's a different problem.
Regards,
Gene
At 10:54 AM 9/16/2008, Robert Keidel wrote:
Hello,
I have an issue with the scrip/template "on resolve". I changed the
original template of that scrip with a template I wanted to use.
Unfortunately it did not work, it did not send out an email "on resolve".
So I went back to the template what worked before just fine, but RT is
still not sending out any email when I resolve a ticket. What did I do
wrong? I hope you guys understand what I try to explain here. I also tried
to enable logging in RT_SiteConfig.pm to see what is going on, but that
did not work either. I am running on Ubuntu 8.04 server; mysql5; apache2;
fastcgi and the RT version is <http://3.6.6.>3.6.6. Thank you for any clue
you can give me.
The scrip and template:
Description: empty
Condition: On Resolve
Action: Notify Requestors
Template: Global template: Resolved
Stage: TransactionCreate
The template:
Name: Resolved
Description: Ticket Resolved
Content:
"Your request has been completed ........
If you have any further questions or concerns, please respond to this message.
The IT Service Team"
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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