Thanks Michael. José.
Enviado desde mi dispositivo movil BlackBerry® de Digitel. -----Original Message----- From: Michael Steen <[email protected]> Date: Sun, 13 Mar 2011 11:11:29 To: <[email protected]> Reply-To: [email protected] Cc: Walkup, Thane<[email protected]>; <[email protected]> Subject: Re: [rt-users] Respond on Correspond appears to not be working Thane, Be sure to test your scrip using a requestor email address that is not the same as the email address assigned to the RT account that is making the reply. I will be interested to find out what the issue was when you uncover it! José, The right is called ShowOutgoingEmail. Best, Mike 2011/3/11 José Gregorio Díaz Unda <[email protected]> > Hi Thane. > > If you restart the webserver the problem still remains? > > José. > > P.D.: which rithts must be enabled to show the "outgoing email" messages? > > Enviado desde mi dispositivo movil BlackBerry® de Digitel. > ------------------------------ > *From: * "Walkup, Thane" <[email protected]> > *Sender: * [email protected] > *Date: *Sat, 12 Mar 2011 00:31:25 +0000 > *To: *[email protected]<[email protected]> > *Cc: *[email protected]<[email protected]> > *Subject: *Re: [rt-users] Respond on Correspond appears to not be working > > 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 > > > > >
