The scrip you created looks fine for what you are attempting to do. I cannot replicate the problem on my own queue with the same scrip - it works fine over here.
On Fri, Mar 11, 2011 at 6:31 PM, Walkup, Thane <[email protected]> wrote: > Good point, I am only seeing the “outgoing email recorded” message on > ticket creation and closure. I thought the “On Correspond” event logged > correspondence submitted via the web interface; was I wrong? > > > > Thanks, > > Thane > > > > *From:* Michael Steen [mailto:[email protected]] > *Sent:* Friday, March 11, 2011 4:20 PM > > *To:* Walkup, Thane > *Cc:* [email protected] > *Subject:* Re: [rt-users] Respond on Correspond appears to not be working > > > > Do you see " Outgoing email recorded" at the bottom of the ticket when you > reply (assuming you have the right)? Is anyone in the To: field there? > > Mike Steen > Desktop and Customer Support Specialist > LiveText, Inc. > [email protected] > > On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane <[email protected]> > wrote: > > No. > > > > Here’s the scenario I’m trying to set up: > > > > 1. Requestor submits trouble request > > 2. Requestor receives notification that a ticket has been created > > 3. Technician responds to trouble request via RT, requestor receives > the response > > > > Step 3 is where things are going wrong; no response is being sent to the > original creator of the ticket. They are, however receiving notifications > when the ticket is created and when it is closed. > > > > Thanks, > > Thane > > > > *From:* Michael Steen [mailto:[email protected]] > *Sent:* Friday, March 11, 2011 4:04 PM > *To:* Walkup, Thane > *Cc:* [email protected] > *Subject:* Re: [rt-users] Respond on Correspond appears to not be working > > > > 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 > > > > >
