Is the requestor the same person who is making the reply? By default, the $NotifyActor setting does not send correspondence to the person making the change.
Best, Mike On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane <[email protected]> wrote: > Greetings, > > > > Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) > There is an eventual plan to move to 3.8, but for now this is the version > we’re running, and we’re kind of stuck with it. > > > > The main problem we’re experiencing is that when people hit the “reply” > button, the reply is not transmitted to the requestor of the ticket. Replies > are generated for creation and closing events, but correspondence is not > transmitted. > > > > The scrip for the queue in question (it’s actually global, we’re running a > minimal system) is as follows: > > > > Condition: On Correspond > > Action: Notify Requestors and Ccs as Comment > > Template: Global template: Correspondence > > Stage: TransactionCreate > > > > I admit a total ignorance of perl and the other “under the hood” stuff, but > the issue falls on my head to fix. Any suggestions? > > > > Thanks, > > Thane >
