Does hitting "Save Changes" save the correspondence entry to the ticket
history, though (I can't test it myself at the moment)? If that is the
case, then your theory is indeed a possibility.
-Matti
On Thu, 5 May 2011 07:47:00 -0700, Kenneth Crocker wrote:
Matti,
I would go over instructions with them that when they want email to
go "out", they should NOT hit "Save Changes", but to hit "Update
Ticket". It sounds to me like they got confused as to which one to
hit.
Kenn
LBNL
On Thu, May 5, 2011 at 3:08 AM, Matti Taina wrote:
Hi everyone.
I tried googling for this for a while, so I hope it's not
something as trivial as R'ing TFM.
What could be the cause for RT not sending email when replying to
a ticket? What happened is, that a helpdesk person was trying to
reply to a ticket several times, but only on their third try RT
sent
out the actual email message and printed "Outgoing email recorded"
on the ticket history. The first two trys only resulted in the
correspondence entry being printed on the ticket history, but no
email was sent and no message of outgoing email was printed. The
helpdesk person says that every try was identical and no changes
were made on the reply page, other than a change in ticket status
(between stalled and open).
The RT version is 3.8.8.
Thanks in advance,
Matti
Links:
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[1] mailto:[email protected]
